Peter Lavers

MARCH 26, 2015

Understanding and “managing” customers’ cross-channel journeys sits at the heart of Customer Experience theory, and numerous different approaches have been taken to map out the current and desired experience. 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

ChurnZero

JULY 6, 2023

I suggested they map out the journey their customers’ experience from the moment they sign a contract. This map documented all the steps the customer took from the point of acquisition through implementation, adoption and renewal. Once they went through this exercise, the problem became obvious. Start following the map.

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Journey mapping SaaS Consulting Consulting 52

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? What is a touchpoint in the customer journey?

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Journey mapping Accountability Feedback Customer Experience 62

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. Probably the most important thing to do next is to socialize the maps.

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Journey mapping Coaching Feedback Customer Experience 68

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. I genuinely dislike journey maps. Journey Mapping is a Visual Tool.

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Journey mapping Airlines Healthcare Banking 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

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. What worked.

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Journey mapping Contact Center Coaching Education 80

GetFeedback

JANUARY 12, 2020

Journey mapping as a CX tool. Journey mapping is a hugely important technique for CX professionals. Done right, it gives an end-to-end view of the customer experience that can reveal weakness within or between touchpoints, or in the complete journey. . There are lots of ways to document a journey map.

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Journey mapping Airlines Feedback Customer Experience 88

ShepHyken

JANUARY 20, 2021

Identify: If you haven’t already done a journey map of what your customers experience as they do business with you, it’s time to do it. The good news is that if you haven’t done it yet, you don’t need to get to the level of detail you normally would for this exercise. This is the type of exercise that is not a “one and done.”

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Customer Service Journey mapping Customer Experience 391

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

ShepHyken

JULY 1, 2019

Six Steps to Successful Customer Journey Mapping by Natalya Bucuy. My Comment: Journey mapping is a powerful exercise that all companies should practice. This excellent article breaks down the process with six steps that it takes to work through this important exercise. LiveHelpNow!) Play Gloria!”

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Journey mapping Customer Service B2C Big data 298

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. The map is complete, so their work is done… Or is it?

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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. Remove Bias.

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Journey mapping Government Feedback Consulting 68

CX Journey

APRIL 25, 2018

Are you mapping their experiences? 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. The output is not just a “pretty picture;” once the map is developed, it is meant to be a catalyst for change.

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Journey mapping Customer centricity Customer Experience Accountability 58

Totango

NOVEMBER 10, 2023

Is the customer journey mapping exercise a worthwhile effort? At the same time, the ability to keep a pulse on those changing dynamics is crucial to customer success—and a well implemented customer journey map can help do that. The key to making the customer journey map purposeful? We hope so!

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Journey mapping Construction B2B Education 97

CX Journey

JUNE 20, 2018

With journey maps. What is a journey map? It’s an illustration made by walking in your customers’ shoes to capture their steps, their needs, and their perceptions for some interaction they have with your company, some journey they are taking to achieve a desired outcome. Why journey mapping?

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Journey mapping Customer Experience Customer Service 56

CX Accelerator

NOVEMBER 11, 2022

Customer Journey Mapping. CUSTOMER JOURNEY MAPPING Being able to map customer journeys with your organization is a skillset unto itself. One of the most important things a good journey map can do is connect the employees of an organization to the customer. Project/Program Management.

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Journey mapping Analytics Customer centricity Government 307

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. Mapping tools had to evolve.

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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

MAY 27, 2019

How To Create Customer Journey Map Of A Restaurant? Survaider) A customer journey map drops you into the shoes of your customers and makes you understand how and when they interact with various touchpoints of your restaurant. My Comment: I’m a big fan of journey mapping the customer experience.

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Journey mapping Customer Service Employee engagement Morale 259

Education Services Group

JUNE 21, 2018

In fact, it’s also a solid place to start answering the question of what is customer journey mapping. However, so many businesses rely on reactive measures —when the actual goal should be identifying customer journey mapping tools and proactively defining what success looks like to customers at each stage of the customer lifecycle.

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Journey mapping Customer retention Enterprise Analytics 53

CX Journey

NOVEMBER 17, 2015

This last point, about validating the maps, is a crucial step when building assumptive maps. The most important rule about mapping is that the map is created from the customer viewpoint and with customer input. Only your customers can outline the definitive map.

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Journey mapping Feedback Customer Experience 83

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. The map is complete, so their work is done… Or is it?

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Journey mapping Consulting Consulting Customer Experience 56

ShepHyken

MARCH 14, 2022

Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. My Comment: We kick off this week’s Top Five roundup with a robust article that takes us back to the basics, journey mapping the customer experience. If you haven’t done this exercise before, it’s time.

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Journey mapping Customer Service Entertainment Call Center 183

Beyond Philosophy

JUNE 13, 2020

When you apply the previous four rules in an exercise we call Behavioral Journey Mapping , an advanced take on traditional journey mapping, you can see how the different touchpoints in an experience influence customers’ decisions.

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Journey mapping Management Consulting Consulting 321

ShepHyken

SEPTEMBER 23, 2019

3 Common Errors That Can Render Your Customer Journey Maps Ineffective by Leonie Brown. Forbes) We’ll look at three common errors that could be derailing your company’s efforts at customer-journey cartography. My Comment: Journey maps are an important exercise for virtually any organization to go through.

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Journey mapping Customer Service B2B Analytics 246

Beyond Philosophy

DECEMBER 11, 2020

Measure the specific emotions across the customer journey. Design the emotions into your journey maps. For example, many organizations choose some form of “that they can trust us,” and that customers feel “cared for” after the experience when we do this exercise with them. Be specific.

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Customer emotions Management Journey mapping Customer advocacy 436

ShepHyken

JANUARY 14, 2019

4 Ways Customer Journey Maps can Improve Customer Experience by Michael. My Comment: I’m a fan of the customer journey map. Here’s a nice article that has several good ideas to help you take advantage of the work you put into the journey map exercise.

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Journey mapping Customer Service Customer centricity Customer Experience 231

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? But how can journey maps help with "easing" and integrating acquisitions? Oftentimes the journey mapping exercise is more important than the maps themselves.

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Journey mapping Customer Experience Accountability Management 67

ShepHyken

JULY 27, 2020

Journey mapping in the customer experience by Chris Beaudin. Retail Customer Experience) Just like a buyer persona identifies who you are targeting to purchase your product, the journey map outlines the experience that persona will encounter as they proceed to a purchase.

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Journey mapping Customer Service Customer Experience Marketing 140

Beyond Philosophy

MARCH 26, 2021

Even if some of the ideas are terrible or impractical, the exercise has influenced the team to be mindful of making customers feel a specific emotion. Many clients talk about the fact that they do journey mapping. I love journey mapping. However, it is maddening that a lot of journey mapping is process mapping.

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Journey mapping B2B Customer emotions Personalization 301

Beyond Philosophy

JULY 13, 2021

Working with an insurance company in England, we engaged in a few of these exercises. In the flood exercise, we uncovered a few third-party bumps in the road. We have a service called Customer Mirrors , where we have an experience as a customer and then report back to our clients what we observed.

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outsourcing Customer Experience Journey mapping Call Center 419

ShepHyken

JANUARY 4, 2017

Start with your basic customer journey map that shows all of the typical interactions – or touchpoints – that the customer has when doing business with you. And you may need more than one map. A customer’s sales journey is different than a service or support journey. And, I mean everyone!

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Journey mapping Customer Service Sales Personalization 240

ShepHyken

JANUARY 17, 2023

Get to know your company’s customer experience through a journey mapping exercise. If you lead the customer down the path of self-service and there are problems, make it easy for them to find a number and transition from the digital channel to the human channel.

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Journey mapping Self service Finance Technology 156

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? So I was thrilled to work with GMC Software to co-author a whitepaper titled " Don't Waste Your Time with Journey Maps."

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Journey mapping Best practices Customer Experience Personalization 38

ShepHyken

AUGUST 28, 2023

This short article emphasizes that with several strategies, one of which is worth highlighting, which is to understand the journey your customer takes to loyalty. Customer loyalty doesn’t happen by accident, so this idea, a variation of a journey map exercise, will help you understand the customer’s behavior on their way to loyalty.

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Customer Service Journey mapping Feedback Consulting 156

Beyond Philosophy

OCTOBER 1, 2020

We know that many organizations have customer journey maps prepared, which is excellent for showing you a process. Moreover, COVID-19 has changed your customers’ journeys. Behavioral Journey Mapping takes this exercise a step further by charting customer behavior throughout the process.

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Journey mapping Consulting Consulting Customer Experience 448