INDUSTRY INSIGHTS YOUR PEERS ARE READING
What''s the difference between a customer experience lifecycle map and a customer journey map? I''ll start with the customer experience lifecycle map. The lifecycle map shows the phases of the customer''s relationship with your company. MORE
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. MORE
Image courtesy of hayley.vallejo Can you use journey maps to develop a new product or service? A question similar to that was posed to me on Twitter several months ago after I published my post on The Most Import Rule of Journey Mapping. Find that customer. MORE
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. MORE
To design and deploy services, it’s crucial to have both customer experience journey maps for vision and customer service blueprints for process development. In a recent post, the team at Cooper dove into the differences between customer experience journey maps and customer service blueprints. Customer experience and customer service often are used interchangeably, but the […]. MORE
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? customer experience journey mapping MORE
Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. In this post, we’ll explain how to create an omni-channel customer journey map for your retail business—and how you can use it to improve your customer experience. What is a customer journey map? Why create a customer journey map? MORE
Taking the perspective of the customer is essential to understanding his experience with a brand. For this reason, many companies are using customer journey mapping to study the user experience and learn where improvements can be made. Here are five key benefits of customer journey mapping. Understanding customer emotions. As a customer moves from one touchpoint to another, a map may indicate how easily he is able to do so. MORE
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 MORE
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. MORE
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. MORE
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. MORE
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. MORE
How can two Chatbots with the same range of abilities deliver two completely different customer experiences? Companies that don’t invest time and effort in their Chatbot’s journey mapping can wind up with dead-end bots, that hurt customers more than they help. MORE
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? MORE
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 MORE
It’s All About The Customer. Using Journey Mapping to Put the Customer Back into the Customer Experience (CX). Creating a product is grounded in data, insight and customer understanding. Customer understanding can be achieved in three ways: 1. MORE
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 MORE
You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys. They realize the importance of walking in the customer’s shoes in order to understand the experience before they can fix it. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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”. MORE
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. MORE
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? MORE
In a post from earlier this month , I wrote about the most-basic and most-important rule of customer journey mapping: maps must be created from the customer viewpoint. This is a must; otherwise we perpetuate inside-out thinking that is anything but customer-centric. MORE
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 customers’ experiences, feelings, and motivations as they interact with your brand. MORE
At the time, I suppose they were two things that we traditionally didn’t believe went together (yea, right!) – a bit like how many think about metrics and journey maps. In order to be that catalyst, maps have to be actionable. customer experience data journey map metrics MORE
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. MORE
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. MORE
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. MORE
How are your journey mapping efforts coming along? You are mapping, aren't you? (If And you're following all of the key principles of mapping while you're doing it, right? Your maps tell the customer story accurately? MORE
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. MORE
How can two Chatbots with the same range of abilities deliver two completely different customer experiences? Companies that don’t invest time and effort in their Chatbot’s journey mapping can wind up with dead-end bots, that hurt customers more than they help. MORE
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? MORE
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. MORE
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. MORE
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? MORE
Journey Mapping: Focus on the Customers’ Experience. 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. MORE
ClearAction
FEBRUARY 27, 2015
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.
ClearAction
FEBRUARY 23, 2015
Journey Mapping: Focus on the Customers’ Experience. 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.
CX Journey
APRIL 4, 2018
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.
CX Journey
NOVEMBER 21, 2018
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.
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.
ClearAction
JUNE 22, 2017
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.
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VocalCom
JANUARY 14, 2019
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 customers’ experiences, feelings, and motivations as they interact with your brand.
CX Journey
APRIL 25, 2018
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?
The Northridge Group
MAY 24, 2018
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
ClearAction
FEBRUARY 26, 2015
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?
CX Journey
SEPTEMBER 19, 2017
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.
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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. Mapping tools had to evolve. Because nothing was being done with the maps. I mapped.
CX Journey
JUNE 20, 2018
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.
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. A journey is like marriage.
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. End-to-end Experience. For each Journey.
CX Journey
AUGUST 15, 2018
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
CX Journey
SEPTEMBER 14, 2017
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.
GetFeedback
NOVEMBER 5, 2018
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
CX Journey
NOVEMBER 28, 2018
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.
CX Journey
AUGUST 13, 2015
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.
inContact
MARCH 24, 2016
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”.
CX Journey
NOVEMBER 17, 2015
You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys. They realize the importance of walking in the customer’s shoes in order to understand the experience before they can fix it.
CX Journey
AUGUST 24, 2017
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.
VocalCom
APRIL 30, 2018
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.
GetFeedback
JULY 23, 2018
Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. In this post, we’ll explain how to create an omni-channel customer journey map for your retail business—and how you can use it to improve your customer experience. What is a customer journey map? Why create a customer journey map?
CX Journey
JANUARY 12, 2016
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?
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.
VocalCom
JULY 31, 2017
Taking the perspective of the customer is essential to understanding his experience with a brand. For this reason, many companies are using customer journey mapping to study the user experience and learn where improvements can be made. Here are five key benefits of customer journey mapping. Understanding customer emotions. As a customer moves from one touchpoint to another, a map may indicate how easily he is able to do so.
aircall
MARCH 27, 2017
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.
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? customer experience journey mapping
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.
aircall
MARCH 24, 2017
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?
CX Journey
SEPTEMBER 23, 2014
What''s the difference between a customer experience lifecycle map and a customer journey map? I''ll start with the customer experience lifecycle map. The lifecycle map shows the phases of the customer''s relationship with your company.
CX Journey
OCTOBER 15, 2015
At the time, I suppose they were two things that we traditionally didn’t believe went together (yea, right!) – a bit like how many think about metrics and journey maps. In order to be that catalyst, maps have to be actionable. customer experience data journey map metrics
CX Journey
AUGUST 25, 2015
In a post from earlier this month , I wrote about the most-basic and most-important rule of customer journey mapping: maps must be created from the customer viewpoint. This is a must; otherwise we perpetuate inside-out thinking that is anything but customer-centric.
CX Journey
JUNE 7, 2016
How are your journey mapping efforts coming along? You are mapping, aren't you? (If And you're following all of the key principles of mapping while you're doing it, right? Your maps tell the customer story accurately?
CX Journey
JANUARY 5, 2016
Image courtesy of hayley.vallejo Can you use journey maps to develop a new product or service? A question similar to that was posed to me on Twitter several months ago after I published my post on The Most Import Rule of Journey Mapping. Find that customer.
Comm100
FEBRUARY 22, 2018
How can two Chatbots with the same range of abilities deliver two completely different customer experiences? Companies that don’t invest time and effort in their Chatbot’s journey mapping can wind up with dead-end bots, that hurt customers more than they help.
Comm100
FEBRUARY 22, 2018
How can two Chatbots with the same range of abilities deliver two completely different customer experiences? Companies that don’t invest time and effort in their Chatbot’s journey mapping can wind up with dead-end bots, that hurt customers more than they help.
ShepHyken
NOVEMBER 27, 2018
It’s All About The Customer. Using Journey Mapping to Put the Customer Back into the Customer Experience (CX). Creating a product is grounded in data, insight and customer understanding. Customer understanding can be achieved in three ways: 1.
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