Remove 2016 Remove Customer Journeys Remove Customers Remove Touchpoint
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Are Journey Maps Dangerous?

Kerry Bodine

Journey maps help you take a more holistic view of what your customers experience as they do business with your organization. Joe: Is it dangerous to fix one journey at a time? I’d argue that it’s actually more risky have a complete view of ALL customer journeys before you start making improvements.

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How to Identify Your Most Important Customer Touchpoints

GetFeedback

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. Put yourself in the customer’s shoes. But if the customer experience is so paramount to the bottom line, why are many companies still lagging behind? Leverage customer feedback.

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10 Steps To Mapping Your Current Customer Journey

Kerry Bodine

Of the four types of customer journey maps , the current-state map is the most ubiquitous. That’s not surprising, given how many organizations are trying to understand their customers’ current pain points and improve the customer experience. But don’t throw darts to choose your journey—select it carefully.

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10 Steps To Mapping Your Current Customer Journey

Kerry Bodine

Of the four types of customer journey maps , the current-state map is the most ubiquitous. That’s not surprising, given how many organizations are trying to understand their customers’ current pain points and improve the customer experience. But don’t throw darts to choose your journey—select it carefully.

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Customer Journey Mapping – an art or a science? Part 1

Ian Williams

In this two part blog, we take a look at Customer Journey Mapping. In this first blog, we examine the origins and principles of journey mapping, with the follow on blog looking at different elements, approaches and methodologies. CX (Customer experience) is the real deal. Is CX a completely new concept?

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How to Keep Customer Journeys on the Frictionless Path

CSM Magazine

Many things contribute to a poor customer experience. Businesses that optimise both the customer journey and the customer experience are rewarded with strong customer retention, revenues and brand reputation. But so many fail at the first hurdle because they don’t take the time to understand the customer journey.

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2017: The Year Of The Journey

Kerry Bodine

Over the last decade, journey maps have transformed from obscure design artifacts to common customer experience tools. In short, excitement for journey maps has reached fever pitch. If so many people are already on board with journey mapping, why will 2017 will be the year of the journey?