Buyer Journey vs Customer Journey: The Real Difference
The buyer journey ends at the contract. The customer journey is everything that happens after, and the handoff between them is where B2B revenue quietly leaks.
Edvin Cernov
Customer Journey & VoC
Journey mapping, touchpoint optimization, omnichannel strategies, and Voice of the Customer program design.
4 articles in Voice of the Customer
How to Map a Customer Journey, Step by Step
A customer journey map is only useful if operations can run on it. Six steps from touchpoint inventory to a map that isn't wall art.
Edvin Cernov
How to Optimize the Digital Customer Journey
Digital journey optimization usually polishes touchpoints that can't see each other. Prioritize by revenue and fix the data layer first.
Edvin Cernov
Omnichannel Customer Service: The Data Layer Decides
Most 'omnichannel' service is multichannel in disguise. The real thing is a data-layer project, and the retention gap says it's worth it: 89% vs 33%.
Edvin Cernov
CX from the buyer's side
An email when there is something genuinely worth reading: what is working in CX and call center operations, and what quietly is not.
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