Articles – Map & Key

COVID-19 IMPACT ASSESSMENT & STRATEGIC PLANNING USING THE BALANCED SCORECARD FRAMEWORK

Written by Michelle Badenhorst at Map & Key, 20 April 2020 I recently had a chat with a friend of mine in the United Kingdom about the Covid-19 pandemic and she is of the opinion that things will only return to normal in the UK

Customer Experience Management (CEM) is all about Relationships

“Every relationship requires listening no matter the nature of relationship” - this is the key take-away that stuck with me from a webinar I attended about the importance of Artificial Intelligence. I want to focus your attention on the listening aspects of relationships, especially empathetic

Product Development embedded in Customer Experience

Companies can no longer ignore the fact that the customer experience impacts every aspect of the organisation’s value chain spanning from research to product development, procurement, marketing, distribution and sales, and customer service. We can all agree that increased engagements between customers and the business

Customer Experience and Net Promoter Score (NPS)

I don’t agree with statements like “Net Promoter is now the worldwide standard for organizations to measure, understand and improve their customer experience”. I don’t agree with statements like “Net Promoter is now the worldwide standard for organizations to measure, understand and improve their customer experience”. I