Beyond Philosophy
AUGUST 12, 2020
We’ve recently trained some of our clients on journey mapping. We discussed the problems with journey mapping in a recent podcast. Traditional journey mapping is what a customer is doing, but is missing a few things. What is the first stage of your journey? (On Build deliberate memory points.
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.
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ShepHyken
OCTOBER 6, 2022
I know you would say, “of course that these are important, and we focus on them,” but have you calculated how much value they actually bring? Well, again, my observations show that pretty much every team tasked with improving the customer experience and driving more sales and customer retention is doing some form of journey mapping.
GetFeedback
JANUARY 12, 2020
Yes, of course, you should resolve issues of “broken promises” if at all possible. Another example of requests that shouldn’t be immediately fixed is the major changes that take time to assess and, if approved, implement. Customer touchpoints vs. journeys. I’ll use a recent example to illustrate. . The product failed.
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?
Beyond Philosophy
MARCH 3, 2022
” (Of course, he said, “Alea iacta est.”) He referred to the fact that he had committed treason by crossing the river with his army and was past the point of no return. . For example, if a customer wants to know things like, “how does this work?” However, many more minor choices show up on the map, too. .
Education Services Group
MARCH 30, 2022
When you build a customer journey map, you’re focused on the customer’s experience from their perspective. It’s easy to confuse this with a customer touchpoint map (also known as a service blueprint), where you look at the internal processes that support a customer’s external experience.
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