David Carpenter
If you’re serious about optimizing your customer journey, drop the idea that every touchpoint needs its own form or contact button. When these appear in different places, customers end up explaining themselves at every turn—which is no good for...
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Your CRM is a treasure trove of valuable data. It knows what your customers bought, when they last opened an email, and which page they read before going quiet.
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Most customer experiences are messier than we would like to admit. Sales teams might have a solid process, and the support teams might have the best scripts, but if neither actually leads a customer to where they want to go, then what is the point?
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