Consulting Journey mapping Personalization Presentation 
Beyond Philosophy
MAY 25, 2023
Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. Most Journey Maps I see are more like the customer process.
TeleDirect
APRIL 7, 2021
Have you ever considered your own company’s journey from the very beginning to the present day? Part of that journey includes your own customers – and figuring out their customer journey map goes a long way to ensure they’re happy and satisfied with your products and services. What is a Customer Journey Map?
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CX Accelerator
NOVEMBER 11, 2022
Customer Journey Mapping. While not required, the person in this role is often an extroverted visionary. CUSTOMER JOURNEY MAPPING Being able to map customer journeys with your organization is a skillset unto itself. The first person we would hire would be the Head of CX. Change Management.
Beyond Philosophy
MARCH 3, 2022
At this point, I see journey mapping creating a significant advantage for organizations. Of course, the big decision in most journey maps involves purchase decisions. However, many more minor choices show up on the map, too. . Also, rational information should show up on the journey map.
Beyond Philosophy
MARCH 26, 2021
Customers also say things like the organization focuses on them, like the customer is the only person in the room or that the representative picks up the customer’s call right away. That helps people think about things from a personal perspective. Many clients talk about the fact that they do journey mapping.
Beyond Philosophy
FEBRUARY 28, 2016
In a recent article, Robert Passikoff, CEO of Brand Keys, presented statistics which demonstrate the extent to which consumer response to experiences, and the resultant impact on decision processes, has become emotion-dominant. It’s also about giving stakeholders a personal investment in the organization and its ongoing success.
Interaction Metrics
MAY 16, 2024
Over 100 years ago, Ford Motor Company founder Henry Ford advised, “If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from his angle.” If you’d like a free customer experience consulting session, get in touch.
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