Customer journey mapping is not new. In fact, it’s commonly used in consumer marketing. But despite its tremendous benefits, it has not been widely adopted in professional services. You see, customer ...

Your article was successfully shared with the contacts you provided. Financial advisor Hugh Massie, president and founder of Atlanta-based firm DNA Behavior International, has long believed that it’s ...

Plotting each point of a client's interaction with your firm can help you improve the delivery of legal services and deepen key relationships, advises Adrienne Halladay Outside the legal industry, ...