Education Services Group

JULY 18, 2023

So…quick question: What is a customer journey map? A customer journey map can be many things. Organizations that leverage them wisely use them as step-by-step guides for customer engagement throughout the customer lifecycle. need a customer journey map?

Customer Journeys 52

Customer Journeys Customer Success Social Media Loyalty 52

Kerry Bodine

MAY 15, 2020

What you knew about your customers back in January just doesn’t apply now — and if you’ve got existing journey maps, they are officially out of date. Similarly, you should keep your new journey maps under warrantee by checking up on them regularly to see if anything major has changed. Let’s get mapping!

Customer Journeys 207

Customer Journeys Effort Score Course Feedback 207

Kerry Bodine

FEBRUARY 10, 2016

Join us for a hands-on customer journey mapping workshop in historic Philadelphia! You’ll get to ask all your burning questions about journey mapping, hear best practices and examples, and swap tips with other customer experience practitioners. March 24, 9:00 – 4:30.

Customer Journeys 120

Customer Journeys Exercises Tips Course 120

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.

Customer Journeys 187

Customer Journeys Hotels Net Promoter Score Exercises 187

Kerry Bodine

JUNE 23, 2015

Back in May, I presented a webinar called “ 10 Ways To Use Customer Journey Maps ” as a part of Qualtrics ’ CX Week. Part 1 of this series focused on common journey map components and how to use maps to prioritize customer experience initiatives. What is the process for creating journey maps?

Customer Journeys 120

Customer Journeys Ecommerce Customers Groups 120

Kerry Bodine

SEPTEMBER 23, 2015

Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! You’ll get to ask all your burning questions about journey mapping, hear best practices and examples, and swap tips with other customer experience practitioners. November 18, 9:00 – 4:30.

Customer Journeys 120

Customer Journeys Exercises Tips Course 120

Michelli Experience

JULY 3, 2018

Years ago, it was much harder to convince a client to do a customer journey map. In those days, many leaders were willing to map interaction points with customers in order to drive efficiency or reduce waste. Four Strategies for Customer Journey Mapping. Activate the Map.

Customer Journeys 90

Customer Journeys Touchpoint Innovation Customers 90

Experience Investigators by 360Connext

DECEMBER 11, 2023

If you’re looking to stay up to date with customer experience (CX) trends, CX expert Jeannie Walters has you covered. Join Jeannie in this short, approachable course on the biggest, most important new trends in the ever-evolving field of CX.

Customer Journeys 205

Customer Journeys Trends Customer Experience Course 205

Kerry Bodine

JANUARY 10, 2020

Several years ago, a major digital agency she was working with presented her team with customer journey maps. The agency had put the maps together — based solely on their own desk research, not by actually going out to talk with any of their client’s customers — and just handed them over.

Customer Journeys 177

Customer Journeys Sports How To Groups 177

Experience Investigators by 360Connext

APRIL 2, 2024

And why do they matter for customer experience teams? A touchpoint is any contact or interaction a customer has with your organization. Touchpoints span the entire customer journey, including before they become a customer and well after their first purchase. Start by building your customer journey maps.

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Customer Bliss

SEPTEMBER 11, 2018

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. I recorded this video on my way back from a customer session, where we spent two hours just defining the first version of the customer journey stages.

Customer Journeys 111

Customer Journeys Chief Customer Officer Leadership Video 111

Heart of the Customer

MAY 17, 2018

I just came back from hosting the CXPA’s Insight Exchange and talking all things customers. Of course, I tended to hang out in the customer journey mapping sessions. In the spirit of sharing best practices, we at Heart of the Customer put […].

Customer Journeys 92

Customer Journeys Course Customers 92

Kerry Bodine

JANUARY 10, 2020

Several years ago, a major digital agency she was working with presented her team with customer journey maps. The agency had put the maps together — based solely on their own desk research, not by actually going out to talk with any of their client’s customers — and just handed them over.

Customer Journeys 156

Customer Journeys Sports How To Groups 156

Kerry Bodine

JANUARY 10, 2020

Several years ago, a major digital agency she was working with presented her team with customer journey maps. The agency had put the maps together — based solely on their own desk research, not by actually going out to talk with any of their client’s customers — and just handed them over.

Customer Journeys 156

Customer Journeys Sports How To Groups 156

Kerry Bodine

NOVEMBER 22, 2017

We’ve been getting multiple requests over the past few weeks about our 2018 journey mapping workshop schedule. You’ll get to ask all your burning questions about journey mapping, hear best practices and examples, and swap tips with other customer experience practitioners. February 27 & 28 in San Francisco.

Customer Journeys 120

Customer Journeys Exercises Tips Course 120

Experience Investigators by 360Connext

APRIL 2, 2024

And why do they matter for customer experience teams? A touchpoint is any contact or interaction a customer has with your organization. Touchpoints span the entire customer journey, including before they become a customer and well after their first purchase. Start by building your customer journey maps.

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

Kerry Bodine

FEBRUARY 3, 2017

A while back, someone asked me on Twitter whether or not you could create effective journey maps in PowerPoint. Add in some color coding and icons, and you’ve all the visualization tools you need to tell your customers’ stories. Of course, we pull out our Illustrator design chops when the business needs warrant them.

Customer Journeys 120

Customer Journeys Consulting Course Tools 120

Kerry Bodine

DECEMBER 16, 2016

Join us for a hands-on customer journey mapping workshop in 2017! I’m thrilled to announce our 2017 lineup of open enrollment journey mapping workshops: February 21 & 22 in San Diego. May 9 & 10 in Chicago. August 16 & 17 in San Francisco. Save the date: October 3 & 4 in Boston.

Customer Journeys 120

Customer Journeys Exercises Tips Course 120

CX Journey

JUNE 20, 2018

Customer experience is (a) the sum of all the interactions that a customer has with a company over the course of the relationship and includes (b) the customer's feelings, emotions, and perceptions of the brand during the course of those interactions. Customer experience is not customer service.

Customer Journeys 140

Customer Journeys Communication Exercises Fashion 140

Kustomer

JUNE 25, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Annette Franz, CEO of CX Journey Inc. joins Gabe Larsen to continue exploring customer journey mapping and how to do it effectively. Customer journey mapping is a way of capturing the thoughts, feelings, and actions of the customer.

Customer Journeys 92

Customer Journeys Policies Customers Analysis 92

Experience Investigators by 360Connext

SEPTEMBER 21, 2021

While it’s easy to think customer experience strategy is just about simply being kind or exceeding expectations, it’s of course about so much more than that. . These are opportunities to deliver a positive experience and build that trust with the customer. . Let’s dive into the five overlooked moments in your customer’s journey.

Customer Journeys 373

Customer Journeys Brands Customers Customer Experience 373

Beyond Philosophy

MAY 25, 2023

Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. The customer goes to the shop.

Customer Journeys 78

Customer Journeys Hotels Travel System 78

Education Services Group

MARCH 30, 2022

When you build a customer journey map, you’re focused on the customer’s experience from their perspective. You chart every interaction with your customer, everywhere you engage with them and everywhere they engage with your product. Moments of connection: Cultivating relationships through commonality.

Customer Journeys 52

Customer Journeys Customer relationships Touchpoint e-support 52

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. No more maps rolled up under your desk or stored in a closet!

Customer Journeys 97

Customer Journeys Touchpoint CRM Software 97

Retently

OCTOBER 1, 2018

We believe that happens because not enough businesses use a customer journey map to keep track of clients’ desires, needs, and behaviors – basically the kind of information that can help you prevent high customer churn rates. What Is the Customer Journey? What Is a Customer Journey Map?

Customer Journeys 91

Customer Journeys Touchpoint Social Media How To 91

ChurnZero

FEBRUARY 9, 2021

One very accessible way to do that is through LinkedIn Learning , which is an offering of video courses taught by industry experts in software, creative and business skills. To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Level: Beginner.

Course 98

Course Customer Journeys Customer Success Consulting 98

Experience Investigators by 360Connext

DECEMBER 10, 2019

When Santa delivers stress… As December furiously barrels on toward the holidays, your customers will become more and more hurried and stressed as they try to find the perfect gifts. Do you have a working customer journey map? Why map the retail customer journey? Consideration. Satisfaction.

Customer Journeys 162

Customer Journeys Retail Social Media Customers 162

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. No more maps rolled up under your desk or stored in a closet!

Customer Journeys 80

Customer Journeys Touchpoint CRM Software 80

Experience Investigators by 360Connext

DECEMBER 15, 2023

Your employees need to hear about what customer experience means to your organization, your customers, and to your employees! Of course, each business is different, but consider a customer experience content calendar as a way to keep your employees focused on the why, the how, and the “what do I do about it?”

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Horizon CX

APRIL 1, 2024

These characteristics may include: Customer-centric culture: The organization has a culture that is obsessed with the customer and focused on meeting their needs. Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Feedbackly

APRIL 26, 2018

A customer journey map is an essential tool that affords companies the opportunity to understand the state of their organization’s customer experience by outlining points at which their customers interact with their brand. Nowadays there are as many customer touchpoints as there are trees in a forest.

Customer Journeys 53

Customer Journeys Touchpoint Social Media Feedback 53

ShepHyken

OCTOBER 6, 2022

He shares the value that customer emotions bring to a company. How much value ($$$) do closer customer relationships and specific customer emotions bring to your business? I know you would say, “of course that these are important, and we focus on them,” but have you calculated how much value they actually bring?

Customer Journeys 69

Customer Journeys Effort Score Touchpoint Customer relationships 69

Education Services Group

JUNE 21, 2018

While this wise quote may have come from the unlikely lips of Drake (award-winning hip-hop artist for the uninitiated), it couldn’t more accurately describe the importance of Customer Success (CS). In fact, it’s also a solid place to start answering the question of what is customer journey mapping.

Customer Journeys 53

Customer Journeys Customer Philosophy Exercises Customer Retention 53

Clarabridge

NOVEMBER 9, 2016

Customer journey mapping is a hot topic, but many organizations don’t get full value out of their maps. To truly unlock the potential of a customer journey map, you need to understand the role of journey analytics. A journey map is just a tool. What’s the delay?”. Ready for more?

Customer Journeys 65

Customer Journeys Analytics CEM Banking 65

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. Customer Journey Mapping. In this role, you want someone who is naturally curious who will be internally motivated to seek out answers to the questions they have about customer behavior. Resource: 6 Sources of Customer Understanding by CXpert. Change Management.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

MyCustomer

JANUARY 24, 2024

Shrewd customer design choices, of course. Tricia Cleppe-Fortier explores Disney's "desire paths" and how this method can be adopted to enhance the customer journey and experience. Why is Disneyland the most magical place on earth?

Customer Journeys 100

Customer Journeys Course Customers Customer Experience 100

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."

Customer Journeys 80

Customer Journeys Exercises Customer Experience Professionals Software 80