Customer Journey Mapping: Apply Insights Everywhere

ClearAction

Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. according to what you've learned from your customer experience journey mapping.

Customer Journey Map Template

Clarabridge

A customer journey map is an important tool for any successful customer experience management program. It illustrates the various stages of the customer journey, and pinpoints customer needs and wants at each stage. By Koren Stucki, VP of Consulting, Clarabridge.

Journey Mapping: Focus on the Customers’ Experience

ClearAction

Journey Mapping: Focus on the Customers’ Experience. Customer journey maps are all the rage. In this 3-part series, we'll look at 3 keys to getting it right: focus on the customers' experience journey, map for actionability, and apply insights everywhere.

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.

Customer Journey Mapping Software Review

Genroe

With the rise and rise of interest in Customer Journey Mapping there has been a commensurate rise in software applications to document, manage and the resulting maps. In this post I review a wide range of software tools that can be used to document the maps you create and make a suggestion on which to […]. Customer Journey Mapping

From Theory to Practice – Ten Steps for making customer journey mapping happen

Peter Lavers

Understanding and “managing” customers’ cross-channel journeys sits at the heart of Customer Experience theory, and numerous different approaches have been taken to map out the current and desired experience. For each Journey.

Cracking the Code on Customer Journey Mapping

CX Journey

Image courtesy of Crack the Customer Code Have some questions about journey mapping? I recently sat down with Jeannie Walters and Adam Toporek for a Crack the Customer Code podcast on one of my favorite topics: journey mapping. You Got Your Metrics in My Journey Map!

The Most Important Rule of Journey Mapping

CX Journey

Image courtesy of Culture Republic Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 9, 2015. Creating a customer journey map is an important first step when it comes to your customer experience transformation.

Customer Journey Mapping: 3 Simple Questions Answered

Clarabridge

Customer journey mapping is more than just a trend. What is a customer journey map? A customer journey map is a visual representation of a customer’s experience with your brand showing multiple stages and touch points. Why map the customer journey?

Get Ready for Your Customer Journey Mapping Workshop!

CX Journey

Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015. You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys.

Customer Experience Journeys: Map for Actionability

ClearAction

Customer Experience Journeys: Map for Actionability. How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. In this 3-part series, we're looking at 3 keys to getting it right: focus on the customers' experience journey , map for actionability , and apply insights everywhere.

Customer Experience Journey Map or Service Blueprint?

Win the Customer

To design and deploy services, it’s crucial to have both customer experience journey maps for vision and customer service blueprints for process development. In a recent post, the team at Cooper dove into the differences between customer experience journey maps and customer service blueprints. Customer experience and customer service often are used interchangeably, but the […]. Customer Experience Customer Service Management

Journey Maps: Not an Exercise in Futility

CX Journey

Today's post is a modified version of a post I originally published on Touchpoint Dashboard on February 4, 2015. One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. It's time to operationalize your maps.

Journey Maps: "Binding Agent" for Mergers and Acquisitions

CX Journey

Image courtesy of Caston Corporate Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on February 19, 2015. But how can journey maps help with "easing" and integrating acquisitions?

Which Map Is That: Selecting the Right Customer Journey Map

Genroe

I have been running customer journey mapping workshops for our clients for many years. In the last few years I’ve noticed, as the popularity of the term “customer journey map” has grown, people has started pinning the term to different things, i.e. people call different types of map, customer journey maps. Customer Journey Mapping

Hey! You Got Your Metrics in My Journey Map!

CX Journey

Image courtesy of Betty Crocker Recipes Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 11, 2015. In order to be that catalyst, maps have to be actionable. customer experience data journey map metrics

Validating Your Journey Maps for #CX Design Success

CX Journey

Image courtesy of ~db~ Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on March 19, 2015. Why do we need to validate maps? It is, however, a common starting point for mapping. How do customers validate the maps?

The business benefits of customer journey mapping

Customer Interactions

Successful customer journey mapping can be daunting. Forrester Research is here to help, with this easy-to-watch Q&A video, Joana Van Den Brink-Quintanihla, Senior Analyst for Forrester Research explores the benefits of visualising and mapping individual journeys; breaking it down into bite-sized chunks that will help both new and experienced CX representatives map their customer journeys

Journey Mapping: The Road Trip to Customer Experience Success

Clarabridge

During the holidays, or anytime, it’s important to plan your journey. This includes the journeys that your customers go on with your brand. Customer journey mapping is a very important part of customer experience management , but few people understand how to do it well.

Why Do I Need Data in My Journey Maps?

CX Journey

Image courtesy of Pixabay Are you adding data to your journey maps? Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps.

Amazing Business Radio: Doug Sandler

ShepHyken

Journey Mapping Your Way to a Better Customer Experience. Shep Hyken sits down with Doug Sandler to discuss journey mapping, important customer service skills, and assessing risk and value throughout your customer journey. How do you create a journey map?

Top 7 Reasons Why Companies Should Pursue Customer Journey Mapping (CJM)

Customer Interactions

Natalia Piaggio, VoC Consultant at NICE, discusses the importance of journey mapping

Digital Moments of Truth: Are You Mapping the Micro?

360Connext

With the pace of our world today, it’s incredibly challenging to keep up with what customers expect in any part of the journey, but especially the digital experiences. There are many things that get in the way of understanding your customer’s journey.

Forget about Journey Maps, the Next Big Thing is Customer Journey Visualization

Customer Interactions

Research shows that most customer-focused organizations use journey maps to plan how to engage with customers across different touch points and communication channels during the customer life cycle. This concept is great in theory, but it falls short when trying to understand the customer experience

I’m like parsley – I get everywhere!’ – Stories that amazed and inspired me at the 2015 UK Customer Experience Awards!

ijgolding

On Friday 25th September 2015, hundreds of passionate Professionals who excel in demonstrating the power of Customer Experience, convened in London for the UK Customer Experience Awards. The 2015 UK Customer Experience Awards was a HUGE event.

Can't Get to Future State without Knowing Current State

CX Journey

Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on April 1, 2015. Future state maps are realistic (not ridiculous) representations of what the experience will become. Let’s step back a second and look at the current state map.

CMO Perspectives (13th October, 2015)

Customer Interactions

​In this week’s CMO Perspectives, we feature Tony Zambito [customerthink.com] talking about three new perspectives to consider for customer journey mapping. While Tony Bodoh [Linkedin.com/pulse] dares you to try and wait until 2020 for your CX to become your key differentiator, saying, “Don’t wait the future is here.” Enjoy

Are you Irrational: 7 Questions to See If You Are Irrational?

Beyond Philosophy

So fixing the Customer journey from a process level is a no-brainer and easy to sell to the C-Suite. When it comes to the emotional journey during this new and improved process, most organizations cross their fingers and hope for the best. Taking Journey Mapping to the Next Level.

You Can't Transform Something You Don't Understand

CX Journey

Image courtesy of Touchpoint Dashboard Why is journey mapping important? I kicked off 2015 in a big way. I joined the executive team at Touchpoint Dashboard (TPD), the world''s first journey mapping software. Journey mapping is the tool that helps you understand.

Could You be Left Behind by The Experience Economy?

Beyond Philosophy

29 January 2015. Zhecho’s expertise inludes Customer behavior analytics, Customer loyalty, complaints management, and journey mapping.

Grow Your Business through the Power of Listening to Customers

CX Journey

customer experience employee experience innovation journey map raving fans voice of customer voice of employeeImage courtesy of Leah M. Berry Are you listening to your customers? Do you understand what they are trying to achieve?

If You Don’t Know Where You’re Going…

CX Journey

Image courtesy of zert.sonstige_2008 Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on April 15, 2015. This is where customer journey mapping plays a huge role. Why are you mapping? Which way should you take the map?

Achieving A Single Customer View Through Cross-Channel Data Integration

CX Journey

Quite simply, the best place to start is with a customer journey map. Several years ago, journey maps were very basic, with a simple mapping of high-level touchpoints, or companies mapped the lifecycle and called it a journey map.

Do You Master The Power of Storytelling?

Beyond Philosophy

Zhecho’s expertise inludes Customer behavior analytics, Customer loyalty, complaints management, and journey mapping. Stories are a fascinating subject. I like this post from Bruce Kasanoff. He shares with us the story of a skiing excursion he took with his client 20 years ago.

Forging the link between Customer Experience and Innovation – Six Crucial Principles

Peter Lavers

This outside-in view should be depicted in an easily understandable overall journey, which then frames the detailed step-by-step journeys that should align to your internal processes.

Why the Customer Experience Doesn’t Create Loyalty

Beyond Philosophy

We use our Behavioral Journey Mapping tool to find this moment. People don’t choose your product or service because of the experience they had; they choose it because of the experience they remember—and these two are not the same thing!

Getting Everyone on the Same #CX Page

CX Journey

Journey Maps : A journey map is the ultimate tool to help everyone understand the customer and his experience, to walk in his shoes. Journey maps also connect employees to how they contribute to - and impact - the customer experience.

Aligning the Organization Around the Customer with Customer Rooms

CX Journey

The customer room will contain details about the customer ( personas ) and the customer journey; it will include artifacts from that journey, including screenshots, pictures, relevant tools and processes that the customer uses or interacts with (e.g.,

Easier Said than Done: Move the Needle with Your Customer Experience Strategy

CX Journey

journey maps, surveys) Engine: measurement progress Like the tractor needs these to move and do what it's meant to do, the optimal CX program has all of these in place. buy-in customer experience CX strategy governance journey mapping

Improving Your CX One Employee at a Time

Beyond Philosophy

When we undertake our Journey Mapping, we always involve front-line employees. Employee Experience and Customer Experience are linked. What is affecting one will affect the other. They are like an old married couple—when it works it is beautiful and inspiring; when it doesn’t, it is ugly and bewildering. Both members of this marriage have a voice.