Customer Care Cheat Sheet

1 month ago Hutch Morzaria 0
May 2019 was the time I last vented my frustration online about a horrible Hard Disk replacement experience I had been through. I also promised a follow-up if something related happens again. It didn’t take much longer to happen. Another hard drive of mine failed last month, and I had to submit an RMA request Read More

What is Customer Journey Mapping and Why is it Important?

12 months ago Hutch Morzaria 0
Most people have the wrong view of customer journey mapping, and that is why they get intimidated by it. They think that it has to be an accurate representation of every degree of customer’s experience. This is impossible.    It is better to think of it as a persona. Customer maps are like personas. The Read More