Reaping the Crop- Customer Journey Experience – After Sales

  A simple question for you: Why does Bali have so many tourists visiting here, with numbers still increasing every year? Is it because Bali/Indonesia has a fabulous marketing campaign on TV and internet akin to that of Malaysia? If that’s the case then I’ve missed it.   Wouldn’t you agree it’s from word of […]

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How to avoid Majestic Problems in your Service Delivery- Customer Journey Experience – Delivery

  Heidi has purchased your product and has brought it home.  She wants to put it to use to help her get her job done. Now is the time for you to DELIVER on your part of the Customer Journey Experience. Customer Journey Experience Remember the primary reason Heidi bought your product – she believes […]

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Don’t You Just Love Emotional Customers! How to Excel in the Customer Experience

In my last article about The Customer Journey – Evaluation, I discussed the six key elements of customer satisfaction. You need to excel in, the areas that help Heidi know you offer excellent value, the factors that cause her to choose you. These were: Getting the Job Done, Process, Emotional Gain, Price, Inconvenience, and Uncertainty. […]

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Five Stages of Customer Journey- The Customer Experience Era

Many issues ago in the Bali Advertiser, I wrote about the tsunami of change sweeping through all sorts of businesses as the full implications of the digital age came among us. The article was called Digital Disruption and you can read it again in the Bali Advertiser Articles archives.   The Customer Experience Era   […]

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