Your customer journey map should aim to tell a story, too. Moreover, the map should trace the emotional journey as well as the business journey. Emotions, after all, are what ultimately guide our ...

In order to be able to do so in the future, we must devise a methodological approach to uncovering the full extent of the emotional patient journey. A patient journey map is a useful tool to ...

The highs and lows customers experience not only influence their immediate satisfaction but also build long-term loyalty.