You Aren't Journey Mapping

CX Journey

I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. How many of you have mapped customer journeys?"

Customer Journey Mapping: Apply Insights Everywhere


Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. And you're aligning the company to focus on value that's rewarded by customers.

Journey Mapping: Focus on the Customers’ Experience


Journey Mapping: Focus on the CustomersExperience. Customer journey maps are all the rage. DO THIS: Ask customers about their end-to-end experience regarding the solutions in your category. Comments are Customer Experience Gold.

8 Effective Questions to Ask For Customers Journey Mapping

Dialer 360

If you are looking to grow customer experience – this is important to think like your customer. Easy to understand their point of view and mindful of them at every step of the customer journey. This is where customer journey mapping comes into the state.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

Drive Real #CX Change with Journey Maps

CX Journey

Are journey maps a waste of time, or can you really use them to drive CX change? Done right, you can drive real CX change with your journey maps! Customer experience is a journey. Only you hold the map.

Journey Mapping in the Contact Center: 6 Insights to Maximize the Value

Customer Service Life

I’ve recently been collaborating with my colleagues to improve customer satisfaction for one of our clients. While our approach has many aspects to it, one of the key initiatives has been to establish a new voice and style for how we interact with customers.

B2B Customer Journey Maps: New Wisdom


B2B Customer Journey Maps: New Wisdom Lynn Hunsaker. Use these factors to apply new wisdom to your customer experience journey mapping. Segment customers per natural patterns in the data. 3-Step Approach to B-to-B Customer Journey Mapping.

Customer Journey Map Template


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. Customer Experience

The Basics of Customer Journey Mapping


Over 150 customer experience professionals completed a PeopleMetrics online assessment about the presence, or absence, of customer-centric practices in their organizations. However, one exception to this stagnation in activities exists: the practice of customer journey mapping.

Moving Customer Service to Customer Experience and How It Benefits Your Business

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty.

6 Steps From Journey Maps to Outcomes

CX Journey

Did you know that journey maps are more than a tool? Journey mapping is a creative and collaborative process that allows you to understand – and then to redesign – the customer experience. This diagram outlines the six-step journey mapping process I advocate.

Stay Ahead of the Competition with Customer Journey Mapping

The Northridge Group

Consider your experiences as a consumer. In every case, we’re looking for a business whose customer service model is simple, effortless, fast and accurate. Customer Experience business process improvement customer journey mapping

Creating Customer Journey Maps that Work

Up Your Service

Many organizations are using customer journey mapping to understand and improve the experience of their customers. But the variety of terms used to describe journey maps can be confusing. And that makes the mapping process itself confusing, too.

From Journey Map to Experience

CX Journey

Customers are yearning for better experiences. But what are you doing to design a better experience? How do you know what your customers’ expectations are? Are you listening to customers? Are you mapping their experiences? What is Journey Mapping?

Creating Customer Journey Maps that Work

Up Your Service

Many organizations are using customer journey mapping to understand and improve the experience of their customers. But the variety of terms used to describe journey maps can be confusing. And that makes the mapping process itself confusing, too.

Have You Digitized Your Journey Map?

CX Journey

age courtesy of Pixabay Do you know why it's important to digitize your journey maps? In the past, I've written about some of the myths of journey mapping. One of those myths was: Without a digital mapping platform, I can't even begin to map. Get mapping!

One-Page Journey Mapping for Contact Centers


I recently did a webinar with CRMXchange on one-page journey mapping for contact centers. In today’s hyper-modern world, understanding and managing the customer journey is a best practice for staying competitive, yet journey mapping can be time-consuming and complex and overwhelming at first. In this workshop, I provided a simple mapping template and presented consumer research about the shopping journey. Improve customer experience”.

Customer Experience Journeys: Map for Actionability


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. How can you get your whole organization engaged in making a significant positive difference to customers, and subsequently to cash?

6 Bonus Myths of Journey Mapping

CX Journey

Image courtesy of Pixabay Get the journey mapping process right, and you'll reap the rewards for a long time to come! It was a great hour, during which I busted five myths about journey mapping and interviewed a panel of experts on their experiences with journey mapping.

5 Basic Journey Mapping Principles

CX Journey

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. Mapping tools had to evolve. Because nothing was being done with the maps. I mapped.

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. A journey is like marriage.

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

Peter Lavers

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. End-to-end Experience. For each Journey.

How to Create Customer Journey Maps That Work

CSM Magazine

Many organizations are using customer journey mapping to understand and improve the experience of their customers. What is a Customer Journey Map? Journey maps may be created for various customer segments.

Journey Mapping Your Way to Better Customer Communications

CX Journey

Communication is important to any relationship, and it's no less important in the relationships that businesses have with their customers. Sadly, communications are often an overlooked piece of the customer experience and the overall customer experience strategy.

5 Myths of Journey Mapping

CX Journey

Journey maps are a catalyst for change. But the problem is that so many people don't map correctly, and they end up with useless "documents" that aren't actionable. I focus on the myths of journey mapping and discuss several that I think are key. You'll have to watch to get the details behind each: I've mapped; I'm done. One map applies to all customers; all customers are the same. Marketing has the same mapping needs as CX.

5 Questions to Ask When Creating Customer Journey Maps


Helping your customers begins with taking their point of view. As more and more brands adopt a customer-centric attitude, many are also discovering the value of creating customer journey maps. By analyzing data as well as feedback from both customers and employees, your company may develop maps that reflect customersexperiences, feelings, and motivations as they interact with your brand.

The Most Important Rule of Journey Mapping

CX Journey

Creating a customer journey map is an important first step when it comes to your customer experience transformation. Notice the word that I used a couple times in that sentence: "customer." Through validation, we confirm that these are the customers’ steps.

Customer Journey Mapping: 3 Simple Questions Answered


Customer journey mapping is more than just a trend. Businesses are becoming increasingly aware that an “outside-in” approach to understanding customer needs, wants, and feelings is critical for improving the overall experience. What is a customer journey map?

Telling Your Customer Stories through Journey Maps

CX Journey

And do you use it in your customer experience transformation efforts? One of the my favorite tools available to develop and to tell the customer story is journey mapping. customer experience employee experience journey map journey mapping storytelling

Get Ready for Your Customer Journey Mapping Workshop!

CX Journey

You’ve got buy-in and commitment … all the right people in your company are on board to map your customersjourneys. They realize the importance of walking in the customer’s shoes in order to understand the experience before they can fix it.

CX Journey™ Musings: The Problem with Journey Maps

CX Journey

Image courtesy of Pixabay There's a problem with journey maps? Well, not with the maps themselves but with how people talk about them. I also knew that attendees would be more confused than ever about what journey mapping really is.

Customer Journey Mapping – Walking in the Customer’s Shoes

Andrew Mcfarland

The way one analyzes a customer journey impacts customer experience delivery. Your point of view (POV) profoundly changes how you deliver a customer experience. Customer Journey Gen Z Generation Z Journey Journey Mapping Point of View POVLet’s look at an example. Read this quotation about marketing to Generation Z. Marketers are trying.

How to Use Your Customer Journey Map to Increase Business Productivity


This shift requires the centralization of customer data and the usage of a customer journey map as a key indicator of productivity. Centralize customer data across departments. Centralizing your customer data will help you identify redundancies across teams. With a CRM like Salesforce, you can effortlessly track every customer-business interaction and cut down on needless—and potentially harmful—interactions. Customer Experience How To

How to Create a Customer Journey Map and Improve CX


This article is part two of a series on customer journey mapping. This second one explains how to plot a successful customer journey map and how to use it to your business’ and your customers’ advantage. Identify customer touchpoints.

Why Do I Need Data in My Journey Maps?

CX Journey

Image courtesy of Pixabay Are you adding data to your journey maps? You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. In order to be that catalyst, maps have to be actionable.

6 Key Advantages of Customer Journey Maps


Understanding your customers’ needs begins with taking their perspective. Many brands are turning to customer journey maps to gain insights into the customer experience and devise innovative solutions for making it better. A comprehensive look at your company’s current practices as well as the feedback of customers and employees can help you shape the experiences your customers wish to have. Understanding customer feelings.

Ask Me Anything about Customer Journey Mapping

CX Journey

I was honored to be asked to join MindTouch CEO Aaron Fulkerson for an AskMeAnything podcast on journey mapping; I could talk about that all day! Journey maps are such important tools to have in your CX toolbox. The main reason to journey map?

Why You Need to Start Customer Journey Mapping


This article is part one of a two-part series on customer journey mapping. Customer journey mapping is a tool to holistically improve your customer experience and your bottom line. What is customer journey mapping?

Journey Maps: Not an Exercise in Futility

CX Journey

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.