Beyond Philosophy
MAY 20, 2023
Journey Maps can be useless exercises. Journey Maps are only useless if you don’t include the customer’s emotional journey in them. Emotional journeys are the “squishy stuff” associated with why customers buy from you. However, the result is a customer process, not a journey map.
Beyond Philosophy
AUGUST 12, 2020
We’ve recently trained some of our clients on journey mapping. We discussed the problems with journey mapping in a recent podcast. Traditional journey mapping is what a customer is doing, but is missing a few things. Behavioral Journey Mapping is different.
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Beyond Philosophy
AUGUST 1, 2020
The 5 Rules for Behavioral Journey Mapping. We were training customers with journey mapping recently when it became apparent that people didn’t understand what journey mapping could do for them. Our version of journey mapping is called Behavioral Journey Mapping.
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. Journey Mapping employing this approach is what we call Behavioral Journey Mapping.
Speaker: Dave Seaton, CEO of Seaton CX
Is Customer Journey Mapping a tired fad from 2013? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.
Global Response
MARCH 25, 2024
And the best way to do that is to start with a customer journey map. What is customer journey mapping? Customer journey mapping is a visual representation of every experience customers have with you. And it all starts with the customer journey map. Don’t keep the information to yourself!
Nicereply
MAY 18, 2022
Customer journey map & customer behavior can often differ from what you expect, leaving businesses perplexed about why they do certain things, like abandoning their carts. But how to do it? What is a Customer Journey Map? A customer journey map illustrates how a customer experiences a business.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the CX orchestration process. You will gain insights into how to use journey maps to identify pain points, opportunities, and touchpoints where orchestration can make the most impact.
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.
Speaker: Jared Johnson, Director of Product Strategy, Kin + Carta
Customer journey maps have long been thought of in linear terms: the customer begins clicking on an ad, is taken to the website, browses, and purchases. The trouble is, we're creating linear maps for customers who think in a messy loop. Principal Strategist of Kin+Carta, and learn how to modernize your customer experience.
Speaker: Jeremy Boudinet, Marketing Manager, Nextiva
Making a customer want to advocate for your brand takes passion, personalization, and gratitude: all things that can be gracefully elicited throughout the customer journey map. How to make your customer *want* to spread the word. How to make your customer *want* to spread the word.
Speaker: Nitin Sharma, MBA (Market Research, Management Decision Making), CEO, Gold Research Inc.
By the end of this webinar, you will know: How to collect data across multiple channels. How to synthesize and interpret the data collected. How to find the 'moment of truth' along your customers' journey to make actionable changes. April 4th, 2019 11:00AM PST, 2:00PM EST, 7:00PM GMT
Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders
How to set and manage CX expectations. Outcomes of effective Journey Maps. How to get the best possible feedback from customers. The specific actions and strategies crucial to driving a solid CX will be explained in relevant ways to enable attendees to make a difference in their own organizations.
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