Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not.

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outsourcing Customer Experience Journey mapping Call Center 419

Peter Lavers

MARCH 26, 2015

Customer Experience Management is a hot topic in many companies, who have realised that they are no longer ‘in control’ of all the channels, media or messages that their customers utilise to engage with their brand. We have developed an approach to quickly and efficiently make progress in customer journey mapping.

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Journey mapping Customer Experience Management 239

PeopleMetrics

JANUARY 21, 2021

Customer Journey Mapping: Which Touchpoints Really Matter? Customer journey mapping is an important part of measuring the customer experience, but getting started with this exercise can feel overwhelming. How do you create a customer journey map? PeopleMetrics LIVE!

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Journey mapping Accountability Feedback Customer Experience 62

ChurnZero

JULY 6, 2023

As a customer success leader, I’ve seen time and time again companies over-engineer or altogether skip the most foundational step in building a great customer experience—and that is mapping the customer journey. Once they went through this exercise, the problem became obvious. And they weren’t.

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Journey mapping SaaS Consulting Consulting 52

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.

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Journey mapping Customer centricity Consulting Consulting 195

ShepHyken

JANUARY 20, 2021

So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships. This is the type of exercise that is not a “one and done.”

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Customer Service Journey mapping Customer Experience 391

The Petrova Experience

JUNE 10, 2021

Although we have published more than 130 articles on customer experience , we still have not dedicated an article to journey mapping. Journey mapping is the most widely recognized customer experience design and management concept. It is also the most poorly executed customer experience tool.

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Journey mapping Airlines Healthcare Banking 52

CX Journey

JULY 7, 2015

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. You map because you need to understand the customer experience; you know that you cannot transform something you don't understand. And talk about recommendations for change as a result of the maps.

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Journey mapping Coaching Feedback Customer Experience 68

Customer Service Life

MAY 6, 2019

During the rollout of this new style guide, we selected an issue type or contact driver that frequently aggravates customers, leading to dissatisfaction, and facilitated a journey mapping exercise to see the before, during, and after for that particular issue type. This added some awkwardness to the exercise.

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Journey mapping Contact Center Coaching Education 80

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Customer touchpoints vs. journeys.

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Journey mapping Airlines Feedback Customer Experience 88

ShepHyken

JULY 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Is Customer Service The Same As Customer Experience? My Comment: What’s the difference between customer service and customer experience? Here are my top five picks from last week.

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Journey mapping Customer Service B2C Big data 298

Education Services Group

JANUARY 5, 2022

They may sound the same, but customer journey maps are different from touchpoint maps (also known as service blueprints). They are both ways of looking at the customer journey, but one concentrates on the front-end, customer experience and the other focuses on the back-end processes that drive those experiences.

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Journey mapping Metrics Customer centricity Customer Experience 52

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Employee Experience.

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Journey mapping Analytics Customer centricity Government 307

360Connext

FEBRUARY 13, 2017

Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) Organizations see how beneficial mapping the customer experience is. But there is a dirty little secret about using customer journey maps. commonplace.

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Journey mapping Consulting Consulting Customer Experience 72

Hero Digital

JUNE 4, 2019

According to Forrester , only 39% of CX pros are using customer journey maps to capture customer pain points, measure the right CX drivers, and align operational metrics with customer expectations. Why Create Customer Journey Maps. How to Make the Most of Customer Journey Maps.

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Journey mapping Government Feedback Consulting 68

CX Journey

APRIL 25, 2018

What is Journey Mapping? Let me start with explaining what journey maps are not: they are not lifecycle maps, sales funnels, buyer funnels, buyer lifecycles, etc. Those are marketing tools and are too high level for customer experience design. Select the journeys to map.

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Journey mapping Customer centricity Customer Experience Accountability 58

ShepHyken

MAY 27, 2019

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. My Comment: Privacy and identity issues are at the top of our customers’ minds with whom they do business.

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Journey mapping Customer Service Employee engagement Morale 259

CX Journey

JUNE 20, 2018

Sadly, communications are often an overlooked piece of the customer experience and the overall customer experience strategy. And yet, like in any relationship, communications are often the point where the experience breaks down – or are the root cause for a breakdown. Customer experience is not customer service.

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Journey mapping Customer Experience Customer Service 56

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! “If We hope so!

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Journey mapping Construction B2B Education 97

ShepHyken

MARCH 14, 2022

Each week I read many customer service and customer experience articles from various resources. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. If you haven’t done this exercise before, it’s time. And, of course, there is much more.

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Journey mapping Customer Service Entertainment Call Center 183

Beyond Philosophy

JUNE 13, 2020

Understanding the process and the role your Customer Experience design plays in it is essential to providing the platform to encourage customer-driven growth. To that end, here are the five rules to bear in mind when managing customer decision-making: Embrace the fact that customers don’t always make rational choices.

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Journey mapping Management Consulting Consulting 321

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” The 5 Rules for Measuring and Managing Customer Emotions. Measure the specific emotions across the customer journey. Why do we do customer journey maps?

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Customer emotions Management Journey mapping Customer advocacy 436

ShepHyken

JANUARY 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. Ten top tips for building a customer-driven company in 2019 by cp2experience. My Comment: Here’s a list of ten strong tips to help you and your organization become more customer focused. Of course you are.

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Journey mapping Customer Service Customer centricity Customer Experience 231

CX Journey

OCTOBER 8, 2015

There are five basic principles that journey maps must adhere to. Once upon a time (and still today), journey maps were created on butcher paper with post-it notes. It’s also time-consuming and fosters that one-and-done attitude that becomes the death knell of journey mapping. Maps bring the journey to life.

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Journey mapping Education Customer Experience Feedback 71

CX Journey

NOVEMBER 19, 2015

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. How do you describe and define customer journey mapping ?

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Journey mapping Metrics Customer Experience 62

ShepHyken

SEPTEMBER 23, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Tell If A Customer Service Agent Will Help You by Christopher Elliott. Forbes) When you’re on the line with someone like Valerie Zhou, there’s no question this customer service agent will help you.

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Journey mapping Customer Service B2B Analytics 246

Education Services Group

JUNE 21, 2018

While this wise quote may have come from the unlikely lips of Drake (award-winning hip-hop artist for the uninitiated), it couldn’t more accurately describe the importance of Customer Success (CS). In fact, it’s also a solid place to start answering the question of what is customer journey mapping. Because we said so!

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Journey mapping Customer retention Enterprise Analytics 53

ShepHyken

JANUARY 17, 2023

Is Technology Taking Over Customer Service? How Customer Experience Drives Business Growth. an organization that works with companies that manufacture, sell, or finance their customers’ major purchases. Get to know your company’s customer experience through a journey mapping exercise.

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Journey mapping Self service Finance Technology 156

360Connext

FEBRUARY 13, 2017

Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) Organizations see how beneficial mapping the customer experience is. But there is a dirty little secret about using customer journey maps. commonplace.

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Journey mapping Consulting Consulting Customer Experience 56

Beyond Philosophy

MARCH 26, 2021

Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.

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Journey mapping B2B Customer emotions Personalization 301

ShepHyken

JULY 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. Traditional vs. frictionless payments: Will customers trade security for convenience? That’s what our customers want in the places/businesses they decide to spend money on. by Pat Shea.

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Journey mapping Customer Service Customer Experience Marketing 140

CX Journey

NOVEMBER 17, 2015

This last point, about validating the maps, is a crucial step when building assumptive maps. Only your customers can outline the definitive map. And that happens during the validation process in the instance when you start with assumptive maps.

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Journey mapping Feedback Customer Experience 83

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. In this article, I’m going to break down the customer experience lessons you can learn from the Eras Tour that will help you get the loyal audience of your wildest dreams. Here are my top five picks from last week.

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Customer Service Journey mapping Feedback Consulting 156

CX Journey

JULY 23, 2015

Did you know that journey maps can help you design, redesign, and manage both customer and employee experiences through these challenging times? Let's face it: mergers and acquisitions are hard for everyone living through them, employees and customers alike. Where are we already listening to customers?

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Journey mapping Customer Experience Accountability Management 67

CX Accelerator

APRIL 11, 2018

The customer suffers as well. At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run. If you're in survival mode, there's no time to focus and use this information to make your customers' lives easier.

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Customer Experience Wireless Journey mapping Coaching 182

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. It’s indisputable, enduring value.

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Customer Experience Journey mapping Entertainment Enterprise 71

CX Journey

APRIL 26, 2016

Image courtesy of GMC Software Have you gone through some journey mapping exercises, only to find that the maps don't deliver what they experts said they would? Have your maps failed you? It's really a shame that so many people experience and tell this same story, which ends in frustration and disbelief.

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Journey mapping Best practices Customer Experience Personalization 38