Accountability Consulting Exercises Journey mapping 
Beyond Philosophy
AUGUST 12, 2020
We’ve recently trained some of our clients on journey mapping. During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. We discussed the problems with journey mapping in a recent podcast.
ChurnZero
JULY 6, 2023
I suggested they map out the journey their customers’ experience from the moment they sign a contract. This map documented all the steps the customer took from the point of acquisition through implementation, adoption and renewal. Once they went through this exercise, the problem became obvious.
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Beyond Philosophy
FEBRUARY 3, 2022
Journey mapping can be a tricky thing for organizations. Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything. . If we think about why we do journey mapping, one of the big reasons is to alleviate blind spots within the team.
CX Accelerator
NOVEMBER 11, 2022
Customer Journey Mapping. CUSTOMER JOURNEY MAPPING Being able to map customer journeys with your organization is a skillset unto itself. One of the most important things a good journey map can do is connect the employees of an organization to the customer. Project/Program Management.
Satrix Solutions
JUNE 11, 2018
The process could include asking employees to work together to identify all customer touchpoints – and defining who is accountable, assessing success, etc. Furthermore, it gives them a sense of pride in their work and leads them to deliver exceptional experiences relentlessly and consistently throughout the customer journey.
ChurnZero
FEBRUARY 28, 2020
Q: What journey mapping resources and tools do you recommend? A: There are a ton of journey mapping tools out there and a lot of them do similar things. Otherwise, there are a lot of great journey map tools that are pretty inexpensive. Are these at-risk accounts? as a potential good starting place.
ChurnZero
MARCH 11, 2020
Yes, there are only four, and while there are multiple reasons at play, it’s important to choose one primary churn category for each lost account. Would you be willing to reference as a former customer and participate in future product discovery/testing exercises? Performance (didn’t meet product/service delivery expectations).
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