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The Basics of Customer Journey Mapping

PeopleMetrics

However, one exception to this stagnation in activities exists: the practice of customer journey mapping. On average, in 2014, one-third of participants (32%) said that their organization had practiced customer journey mapping as part of their customer experience improvement efforts. So Where Do We Begin?

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Telling Your Customer Stories through Journey Maps

CX Journey

Back in 2014, I wrote a post about a museum experience I had at the California Science Center in Los Angeles where a docent told stories about the exhibits and engaged the audience far more than detailed display placards ever could. One of the my favorite tools available to develop and to tell the customer story is journey mapping.

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14 Worthy Customer Experience Reads for 2014

CX Journey

Did you stick with all of your CX resolutions for 2014? As we wrap up 2014 and say "Cheers" to another year, I thought it would be fun to take a look back on the year. 18 Reasons to Map Customer Journeys Have you started journey mapping yet? customer experience customer experience journey journey map'

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Could You be Left Behind by The Experience Economy?

Beyond Philosophy

20 November 2014. Zhecho’s expertise inludes Customer behavior analytics, Customer loyalty, complaints management, and journey mapping. He believed that your best strategy was to protect yourself from your business rivals. There were five forces involved in the image to the right: Source: Forbes.com. 29 January 2015.

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CMO Perspectives (3rd Oct, 2014)

Customer Interactions

This week’s authors discuss various aspects of how to engineer magical customer experiences, from SMO (Social Media Optimization) to Customer Journey Mapping, to converting customer data into insights, and insight into action faster than the competition does. We hope you enjoy these articles.

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What’s the CX buzz this week? (10th Nov, 2014)

Customer Interactions

This week’s CX Buzz of the Week is all about customer journey mapping. For customer experience professionals, the saying should be, “never presume to understand a customer until you’ve walked a mile in their shoes.” It’s not enough to ask customers a few questions or make an educated guess about what they want.

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Just Get Started – CX Advice by Mr. William David McCann, Customer Experience Designer

Customer Guru

David has been working with and training Indian, African and multinational businesses in their mission to become customer-centric organizations since 2014. With the help of various design thinking tools, such as customer journey mapping, he has designed behavioural nudges in organizations to help customers save money.