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. So, it's no surprise, then, that the most important thing to do when mapping the customer journey is to do it from the customer's viewpoint, right?

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.

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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.

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.

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.

Which Map Is That: Selecting the Right Customer Journey Map

Genroe

I have been running customer journey mapping workshops for our clients for many years. In the last few years I’ve noticed, as the popularity of the term “customer journey map” has grown, people has started pinning the term to different things, i.e. people call different types of map, customer journey maps. 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. Maps can help with that.

B2B Customer Journey Maps: New Wisdom

ClearAction

B2B Customer Journey Maps: New Wisdom Lynn Hunsaker. Use these factors to apply new wisdom to your customer experience journey mapping. 3-Step Approach to B-to-B Customer Journey Mapping.

Customer Experience Journey Map or Service Blueprint?

Win the Customer

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 […]. Customer Experience Customer Service Management

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 customers’ journeys. It’s time to get all of your key stakeholders into a room and start building an assumptive map of the journey.

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. You Got Your Metrics in My Journey Map!

One-Page Journey Mapping for Contact Centers

inContact

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.

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?

Have Your Journey Maps Failed You?

CX Journey

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

Customer Experience Journeys: Map for Actionability

ClearAction

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. In this 3-part series, we're looking at 3 keys to getting it right: focus on the customers' experience journey , map for actionability , and apply insights everywhere.

What's the Difference: Journey Map or Lifecycle Map?

CX Journey

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.

Hey! You Got Your Metrics in My Journey Map!

CX Journey

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

Your Journey Maps Ought to be Eye Opening!

CX Journey

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? Let's focus on your journey mapping workshops.

Validating Your Journey Maps for #CX Design Success

CX Journey

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. Why do we need to validate maps? It is, however, a common starting point for mapping.

Are You Using Journey Maps for Product Design?

CX Journey

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.

Customer Journey Management – it’s not just about the mapping!

ijgolding

One of the greatest examples of this in the world of Customer Experience is with Customer Journey Mapping. Just a simple ‘Googling’ of the words ‘Customer Journey Map’, returns a whole series of beautiful pictures!

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

Peter Lavers

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. For each Journey.

Journey Maps: "Binding Agent" for Mergers and Acquisitions

CX Journey

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?

The One Thing We Must Do to Create a Customer Focused Culture

ShepHyken

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.

Buyer Personas: How to Create this Critical Business Asset

Genroe

Customer Journey Mapping Inbound MarkeWith deference to George Harrison’s classic song lyric… Without a clear and well defined buyer personas, you risk creating customer experiences that frustrate and annoy customers while simultaneously driving up your cost to service them. Frustrated customers complain more and more loudly. Whereas, creating a customer experience that matches your customer personas drives customer satisfaction, […].

18 Reasons to Map Customer Journeys

CX Journey

Image courtesy of GrantVernon Have you started journey mapping yet? I''ve written and talked about journey mapping so much this year, even suggesting back in January that we make it the year of the journey map. Use journey maps to.

The Journey to a Great Customer Service Experience

CX Journey

There are tools for this; I'll name just two important ones for now: (1) surveys or other listening posts and (2) journey maps. It's the latter, journey maps, that I'll focus on for the rest of this post. What are journey maps ? And so the journey begins.

You Can't Transform Something You Don't Understand

CX Journey

Image courtesy of Touchpoint Dashboard Why is journey mapping important? I joined the executive team at Touchpoint Dashboard (TPD), the world''s first journey mapping software. And you must map that journey in order to understand your customer and his experience.

Never Confuse Movement for Action

CX Journey

Image courtesy of Pixabay Journey maps are my favorite tool in the CX toolbox. I've written many times about the reasons to map , the benefits of mapping , and some of the basic principles to ensure mapping success.

Amazing Business Radio: Annette Franz

ShepHyken

Shep Hyken speaks with customer experience expert, Vice President of Client Experience at Compellon and author of the popular blog CX Journey™, Annette Franz. Annette is also an expert in customer journey mapping and gives us some ideas that we can implement immediately.

Using Your Employees' Voices to Transform the Customer Experience

CX Journey

Map the employee journey for a variety of tasks that employees do every day Journey mapping creates awareness for the steps that an employee takes to do whatever it is that he's trying to do within the organization.

How to Know if Your CX Strategy Is Fake

360Connext

CX Strategy by Journey Mapping. Journey mapping is the answer! I’m a big believer in mapping the experience. Produce a beautiful map and get everyone in the company to appreciate it by going on a roadshow with it. Mapping is another tool.

15 More Reasons to Map Customer Journeys

CX Journey

Image courtesy of CountyLemonade Still not convinced you need to map customer journeys? Earlier this week, I wrote about how eye opening journey maps and journey mapping workshops are. customer experience customer experience journey journey map

Break Down Barriers to a Great Customer Experience

CX Journey

Journey maps. Maps done right allow, nay, force companies to collaborate, share, communicate, understand the customer and experience, have a common understanding of the customer and the experience across the organization, link the employee to the customer, and more.

Guest Blog: Rebuilding the Foundations of Customer Support in the New World of Software as a Service

ShepHyken

” Plot Out Customer Journeys. Another crucial part of remodeling your customer service core is to begin using a customer journey map, if you have not already incorporated it into your workflow.

Tools to Put the Customer at the Center of All You Do

CX Journey

culture customer experience customer-centric journey mapping leadership personas voice of customerImage courtesy of reynermedia Trying to ensure the customer gets the attention she deserves within your company? Striving to make yours a customer-centric company?

Listen to Learn, Listen to Earn

CX Journey

They are derived through primary research - research that can then also be used for your customer journey maps. They tie in nicely to your journey maps and are necessary to begin that exercise. Map the Customer Journey I''ve written a lot about journey mapping.