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. The customer focus is extremely valuable! May 9 & 10 in Chicago. August 16 & 17 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

CX Journey

APRIL 25, 2018

Are you listening to customers? 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. And how well is that going for them? Align the organization.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

Quadient

FEBRUARY 15, 2022

Living journey maps bring your customers' happiness to life. A properly executed living customer journey map is a valuable and versatile tool. When you observe a customer journey in its entirety, you see not only the spots at which you have delighted them but the points at which you have let them down.

Customer Journeys 59

Customer Journeys Touchpoint Fashion eBook 59

Heart of the Customer

APRIL 25, 2019

We’re celebrating Mapping Month in a big way, and I hope you can join us. We’ll have events both in-person and online, to share the journey mapping best practices outlined in our book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change.

Customer Journeys 84

Customer Journeys Customer Focused Conference Resources 84

Heart of the Customer

APRIL 3, 2019

Note: We’re celebrating the upcoming launch of our new book “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief Jim Tincher and B2B Practice Lead Nicole Newton. The post Who’s the Right Customer to Map?

Customer Journeys 83

Customer Journeys B2B Customer Focused Customers 83

CX Advantage Walker

JULY 3, 2018

If streets are omitted or mismarked, the map impedes your ability to reach your destination. The same principles apply to a customer journey map. When the journey map clearly represents the full experience. The post Getting the Most out of Customer Journey Maps appeared first on CX Advantage.

Customer Journeys 48

Customer Journeys Roadmap Customers Customer Experience 48

SurveySparrow

JANUARY 28, 2020

Soon after that, while working for a research company, a client asked me to create a journey map using this bland, simplistic template they had provided. I remember saying, “You can’t represent the richness of the customer experience with a PowerPoint slide filled with dots and bubbles!” I was horrified! We’re known for that.

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

Heart of the Customer

MARCH 12, 2019

At Heart of the Customer, we’re pleased to introduce our forthcoming book on journey mapping best practices! Journey mapping opens up extraordinary avenues for business growth, but only when done wisely and well. The post Introducing “How Hard Is It to Be Your Customer?

Customer Journeys 68

Customer Journeys Customer Focused Case Study Study 68

Horizon CX

JULY 29, 2013

Earlier interactions in the customer journey can be the more critical—awareness, engagement, decision-making, and purchasing—but the later stages—supporting, enhancing, developing, committing, and repurchasing are the more sustaining and serve to build and ensure long-term revenues.

Customer Journeys 100

Customer Journeys Tools Competitive Advantage Government 100

ClearAction

FEBRUARY 27, 2015

Customer Journey Mapping: Apply Insights Everywhere. Customer journey mapping is a big investment in most companies, and money is being left on the table. That's because there are many more applications for customer experience insights than first meets the eye.

Customer Journeys 48

Customer Journeys ROI Policies Customers 48

Clarivate

APRIL 9, 2019

They knew they needed a way to identify what mattered most to their customers and a way to drive their own focus and actions to improve those customer interactions, so Starkey focused on mapping their customer journey. There is a strong correlation between customer experience and financial outcomes.

Customer Journeys 45

Customer Journeys Technology Leadership Touchpoint 45

Experience Investigators by 360Connext

NOVEMBER 26, 2019

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints. Share the best stuff! It’s simply not.

Customer Focused 208

Customer Focused Customer Centricity Call Center Communication 208

Clarivate

JULY 7, 2017

We spoke about many trends in the CX/Journey Mapping market space. One unexpected trend she highlighted was how companies are finding that the process of Journey Mapping can connect silos and launch cross-department communications leading to broader customer awareness, and ultimately better CX. CX Improvements.

Customer Journeys 53

Customer Journeys Connections Touchpoint Exercises 53

Kerry Bodine

JUNE 7, 2018

We’re often asked how the framework of customer jobs-to-be-done fits with the methodology of customer journey mapping. Here’s my perspective on how jobs theory can complement your mapping efforts. Here’s the good news: You don’t need a separate tool to track your customers’ jobs-to-be-done.

Customer Journeys 136

Customer Journeys Customer Focused Customer Confidence Banking 136

Experience Investigators by 360Connext

FEBRUARY 9, 2018

Does it drive the next best action, or leave them scratching their heads and dropping out of the journey? Mixed message can make their way into signage, marketing materials, online experiences, and countless other touchpoints within every customer journey. Do you have a customer journey map?

Touchpoint 207

Touchpoint Customer Journeys ROI Customers 207

Clarivate

OCTOBER 2, 2017

ENGLEWOOD, CO , October 2, 2017 – CustomersFirst Now, a Customer Experience (CX) and Journey Mapping company, has been recognized as a ‘Leader’ in the Aragon Research Tech Spectrum for Customer Journey Mapping , 2017. “We About CustomersFirst Now. To get a free trial or demo, visit [link]. Media Contact.

Customer Journeys 40

Customer Journeys Report Customer Success Software 40

Horizon CX

MARCH 19, 2022

So, let me share some insights into some recent customer service journey experiences I’ve had with organizations where AI and the cultural/people integration are being (or not) applied. This is where the fun begins or, to put it more crisply, where the customer journey can take a critical and not so smooth turn.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

ShepHyken

JANUARY 4, 2017

Assuming you have the customer service vision statement – or mantra, as I like to call it – the next step is to prove how everyone in the organization impacts that vision. 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.

Customer Journeys 97

Customer Journeys Customer Focused Culture Touchpoint 97

Verint

APRIL 4, 2017

Whether transactional or holistic, journey maps need customer data to be relevant and credible. In last month’s article , I discussed how to get the most from customer journey maps and how to make them work for your organization. Still, it’s not a free-form exercise. Here are five tips.

Customer Journeys 35

Customer Journeys Tips Guidelines Tools 35

Beyond Philosophy

DECEMBER 4, 2014

Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. Creating a Customer-Focused Process. The typical journey map is usually insufficient.

Customer Focused 153

Customer Focused Customer Journeys Customer Centricity Employee Engagement 153

Experience Investigators by 360Connext

MARCH 30, 2016

Co-creation sessions, customer journey workshops and customer-focused innovation summits can sound so sexy and intriguing. We envision a group working cohesively, rolling up their collective sleeves to create an improved customer-centric culture and earn long-term loyalty from customers.

Customer Focused 110

Customer Focused Innovation Customer Journeys Customer Centricity 110

ShepHyken

NOVEMBER 9, 2020

7 Tips to Simplify & Improve Employee Journey Mapping by Jeannie Walters. Experience Investigators) If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. but have you journey mapped the employee experience.

Customer Journeys 108

Customer Journeys Customer Service B2C Ecommerce 108

Experience Investigators by 360Connext

DECEMBER 17, 2019

#7: 4 Ways the Experts Master Journey Mapping. If you’ve embarked on a journey mapping initiative , are you sitting motionless in the water, hoping the wind will take you where you want to go… or are you “tacking” by assessing where you are, where the wind is blowing, and asking what’s next?

Customer Journeys 178

Customer Journeys B2C Touchpoint B2B 178

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Blake Morgan

MAY 3, 2022

The result is a frictionless experience that continues to disrupt the industry and shine as an example for all customer-focused digital brands. . Customer-Centric Mindset. The transition required strong data analysis efforts to track the entire customer journey. . Lasting Transformation.

Customer Focused 59

Customer Focused Self Service Transportation Effort Score 59

Heart of the Customer

APRIL 11, 2019

Note: We’re celebrating the upcoming launch of our new book, “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief, Jim Tincher and B2B Practice Lead, Nicole Newton. Three weeks […].

Customer Journeys 60

Customer Journeys B2B Customer Focused Customers 60

ChurnZero

APRIL 1, 2024

What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. It’s easier than ever before to map out effective customer journeys with au tomated milestones and tasks. How can we apply it to onboarding?

Customer Journeys 76

Customer Journeys Strategy Analysis Tips 76

Experience Investigators by 360Connext

JULY 28, 2020

Consider this case study: For more than three decades the Business Roundtable , the association of CEO’s from America’s leading companies, had encouraged corporate leaders to consider the goals of their businesses to be focused squarely on shareholder value. Are there personas and/or customer segments? Is it consistent?

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Lumoa

APRIL 1, 2020

Even if you are already using one or more existing strategies, understanding how they interact with each other within a customer insight strategy can help individual teams make even more customer-focused decisions. Those decisions then funnel up to impact key metrics like retention and customer value over time.

Customer Insights 208

Customer Insights Strategy Customer Journeys How To 208

Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. These organizations prioritize understanding and meeting customer needs, leading to increased customer satisfaction and loyalty.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Experience Investigators by 360Connext

APRIL 7, 2020

” What was motivating your drive to be customer-focused before all these changes hit? Communicate what your expectations are around how to deliver to customers. Addressing these new pain points quickly is an impactful way to serve customers. Continue to look for gaps and pain points in your customer’s journey.

Customer Centricity 178

Customer Centricity Culture Customer Journeys Customers 178

ShepHyken

MAY 27, 2019

That translates to higher morale, lower turnover and happier customers. 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.

Customer Journeys 104

Customer Journeys Customer Service Employee Engagement Exercises 104

CSM Magazine

NOVEMBER 9, 2022

Customer Experience (CX). Customers want to feel valued by your company. Start by understanding every interaction your business has with the customer at every point of their customer journey. Map out the customer journey and ask the hard questions: Awareness – Are we reaching the target audience?

Customer Journeys 52

Customer Journeys Self Service Customer Centricity CRM 52

Experience Investigators by 360Connext

JANUARY 18, 2022

Every employee, regardless of their role, should feel empowered to focus on the customer experience. Give employees tools to share feedback about the customer journey. Provide any background you can around current understanding of your customers. . Empathy – how we show up for each other and our customers.

How To 378

How To Customer Journeys Culture Training 378

ShepHyken

JANUARY 14, 2019

(cp2experience) I have framed all my top tips around the benefits to customers (and employees) and identified how technology can support the delivery of an enhanced, competitively distinct customer experience. My Comment: Here’s a list of ten strong tips to help you and your organization become more customer focused.

Customer Journeys 94

Customer Journeys Customer Service Sports eBook 94

Lumoa

DECEMBER 18, 2017

Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers. We had a talk with Jim on the future of customer experience and current trends in the field and wanted to share our findings with you.

Analytics 273

Analytics Customer Journeys Customer Experience Net Promoter Score 273