Expert insights. Personalized for you.
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
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?" 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
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 MORE
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.”. MORE
Your Guide to the Customer Journey Map. By now, you’ve probably heard that customer experience is a big deal. In fact, Gartner predicts that by 2019, 50% of organizations will redirect their investments to customer experience innovations. 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
The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience. Feed generated with FetchRSS MORE
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?" MORE
Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) Organizations see how beneficial mapping the customer experience is. The map is complete, so their work is done… Or is it? MORE
Customer Journey Mapping Using Behavioral Science. Journey mapping is how organizations look at the customer journey, or the steps a customer would take from the beginning to the end in their experience. 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
After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . Using personas, a practice highly recommended by CX experts means multiple journeys should be analyzed. 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
A company must understand how their customers behave, their patterns, and their pain points. Customer experience is not necessarily linear. Often, the customer journey is influenced by motivations and trends unrelated to your company’s service. MORE
This week we feature an article by Linda Taylor who writes about the importance of customer journey mapping in every organization in order to improve the customer experience. Such in-depth mapping allows enterprises to visualize the buyer’s experience. 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
Annette Franz, Author of Customer Understanding. Many things impact your customers, but are outside of your control. Yet you don't control: Traffic Parking Weather All of these things can impact your customers' experience. What exactly is customer journey mapping? 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
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
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. MORE
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! MORE
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. MORE
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. MORE
Rather than treating your customer journey map like a static resource or a museum piece, treat it as an active, living example of what your team is doing. It feels like, in the past year, customer journey mapping has become the hottest thing since sliced bread. 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
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? MORE
When organizations undergo external digital transformation, they also need to shift their mindset from statements of “we want” or “we think” to “our customers need.” Behind the scenes, digital transformation is based on knowing what customers want/need and removing roadblocks. 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
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. 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
Image 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! MORE
ShepHyken
NOVEMBER 1, 2019
This week we feature an article by Linda Taylor who writes about the importance of customer journey mapping in every organization in order to improve the customer experience. Such in-depth mapping allows enterprises to visualize the buyer’s experience.
Beyond Philosophy
JUNE 21, 2019
Customer Journey Mapping Using Behavioral Science. Journey mapping is how organizations look at the customer journey, or the steps a customer would take from the beginning to the end in their experience.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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.
Lumoa
DECEMBER 3, 2019
The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience. Feed generated with FetchRSS
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.
PeopleMetrics
MAY 4, 2017
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.
|
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.
GetFeedback
JANUARY 6, 2020
After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . Using personas, a practice highly recommended by CX experts means multiple journeys should be analyzed.
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.
Clarabridge
NOVEMBER 6, 2015
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
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
MAY 1, 2019
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?"
CX Journey
MAY 1, 2019
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?"
Nicereply
JANUARY 21, 2020
Rather than treating your customer journey map like a static resource or a museum piece, treat it as an active, living example of what your team is doing. It feels like, in the past year, customer journey mapping has become the hottest thing since sliced bread.
Call Experts
OCTOBER 10, 2019
A company must understand how their customers behave, their patterns, and their pain points. Customer experience is not necessarily linear. Often, the customer journey is influenced by motivations and trends unrelated to your company’s service.
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
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?
Up Your Service
AUGUST 9, 2018
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.
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.
Hero Digital
JUNE 4, 2019
When organizations undergo external digital transformation, they also need to shift their mindset from statements of “we want” or “we think” to “our customers need.” Behind the scenes, digital transformation is based on knowing what customers want/need and removing roadblocks.
Up Your Service
AUGUST 9, 2018
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.
Win the Customer
JULY 11, 2015
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 […].
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. The map is complete, so their work is done… Or is it?
Toister Performance Solutions
SEPTEMBER 19, 2019
Annette Franz, Author of Customer Understanding. Many things impact your customers, but are outside of your control. Yet you don't control: Traffic Parking Weather All of these things can impact your customers' experience. What exactly is customer journey mapping?
NICE 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”.
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
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.
Interactions
JUNE 5, 2019
Your Guide to the Customer Journey Map. By now, you’ve probably heard that customer experience is a big deal. In fact, Gartner predicts that by 2019, 50% of organizations will redirect their investments to customer experience innovations.
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.
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 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.
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.
Clarabridge
OCTOBER 22, 2015
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?
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
FEBRUARY 13, 2019
Image 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!
CX Journey
FEBRUARY 13, 2019
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!
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.
CSM Magazine
AUGUST 31, 2018
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.
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.
59 
Let's personalize your content