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The Difference Between B2C and B2B Customer Journey Mapping
GetFeedback
JULY 1, 2020
Simplified CX YouTube series episode on customer journey mapping for B2B and B2C companies. Videos
Customer Journeys Related Topics 
Dust Off Your Customer Journey Mapping Program
MaritzCX
FEBRUARY 25, 2020
Customer JourneyOne of the most prized possessions that I received after my grandma’s passing several years ago was her recipe box. It’s a handcrafted wood box with over 500 recipes, mostly written in her handwriting.
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Customer Journey Map – the Top 10 Requirements
Heart of the Customer
MAY 12, 2020
It’s hard to believe it’s been seven years since I launched my customer experience consultancy, Heart of the Customer, way back when CX was still in its infancy. The post Customer Journey Map – the Top 10 Requirements appeared first on Heart of the Customer.
Customer Journey Management – it’s not just about the mapping!
ijgolding
FEBRUARY 6, 2017
Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise! A collage of customer journey maps!
2020 Database Strategies and Contact Acquisition Survey Report
Advertiser: ZoomInfo
As buyer expectations continue to heighten, marketing and sales teams are feeling pressured to deliver authentic messaging to buyers at every point of their customer journey. This report aims to highlight the current state of B2B database and contact acquisition strategies, and organizations’ goals to leverage data to fuel their go-to-market strategies in 2020 and beyond.
The “What’s Next” of Customer Journey Mapping
Experience Investigators by 360Connext
MARCH 3, 2020
Customer journey mapping can be a powerful tool to truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. And yet, 86% of senior-level marketers believe it’s very important to create a cohesive customer journey.
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The Customer Journey DOES NOT EQUAL The Customer Lifecycle
Kerry Bodine
APRIL 4, 2018
When I bumped into a former colleague at a recent conference, he was eager to chat about a journey mapping initiative his organization (a major financial services provider) was kicking off. But I got a blank look when I asked what journeys his team planned to focus on. “We
Three Keys to Effective Customer Journey Mapping
Michelli Experience
SEPTEMBER 4, 2018
This the third in what I am planning to be a four-part series on service design, persona-based customer journey mapping, activating customer journey maps, and optimal future experience visioning. The same is true with customer journey maps.
Customer Journey Mapping – are ‘static’ maps a waste of time and money?
ijgolding
APRIL 1, 2020
Search for: Home About About CXC About Ian Golding Services All Services Consulting Training Mentoring Speaking Customer What? Customer Journey Mapping – are ‘static’ maps a waste of time and money? What exactly is a static customer journey map?
Do You Know Your Customer Journey Map & the Emotions Overlay?
C3Centricity
FEBRUARY 20, 2018
A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. Otherwise you're just cheating the customer.
7 Steps to Elevate Your Customers' Experience
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Learn how to walk through your customer's journey in order to improve their satisfaction and engagement
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Do Customer Journeys Drive Your Content Strategy?
Kerry Bodine
OCTOBER 20, 2016
This journey map for the Exploratorium , a science museum in San Francisco, is one of my favorites. I’ve used this map for years as a teaching tool in our journey mapping workshops. Many organizations use journey maps to make improvements to customer pain points.
The Power of Customer Journey Mapping (Video)
Experience Matters
JULY 14, 2015
Customer journey mapping is a valuable tool, but Customer Journey Thinking can change your culture. Watch this short Temkin Group video to find out more… The bottom line : Your customers are on a journey, help them.
Attention Marketers: Your Campaign Workflow Is NOT A Customer Journey
Kerry Bodine
APRIL 28, 2019
The concept of the “journey” has permeated organizations over the past several years. While this might seem like good news to someone like me who champions the journey framework, I’ve noticed a disturbing trend — and it reminds me of one of my favorite movies.
What is Customer Journey Management?
Pointillist
MAY 28, 2020
By Steve Offsey Customer journey management is a new approach to delivering the seamless experiences your customers demand. Today, customers expect that their experience with your business will mimic those of CX leaders like Amazon, Google and Netflix.
Drive Employee and Customer Satisfaction with SLAs
Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting
Technology has elevated every aspect of the customer journey. All aspects that is, but one: customer complaints. Too often, CSRs use technology as a crutch rather than a tool, and it's starting to show--57% of customer rage results are technology-based. And as we've turned to tech to solve our customer support problems, our internal service providers have fallen into disrepair. Let's start making tech serve us rather than substitute for us. Let's empower our employees and give them the tools and strategies that will make even the angriest customer a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0, and master customer rage.
Webinar: Maximize Your Customer Journey Mapping Program
MaritzCX
JANUARY 27, 2020
Are You Curious About Which Experiences Matter Most to Your Customers? Learn to identify customer expectations, pain points, and more by listening to our MarizCX Webinar on Wednesday, January 29th.
A Guide to Customer Journey Optimization
Totango
OCTOBER 1, 2019
Being a customer-centered enterprise means acting as a trusted advisor and helping your customers get greater business value from your product. The aim is to create customer lifetime value by nurturing sustained expansion over time for mutually beneficial growth.
Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities
Experience Investigators by 360Connext
FEBRUARY 13, 2017
Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) Organizations see how beneficial mapping the customer experience is. commonplace.
Webinar: 3 Proven Ways To Master The Customer Journey
Kerry Bodine
JANUARY 9, 2020
In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. This webinar will cover: How to be where your customers are.
Using Customer Reviews, Advocacy, and Referrals in Your Journey Map
Speaker: Jeremy Boudinet, Marketing Manager, Nextiva
Customer reviews and referrals are invaluable assets to a company--with them, you can build a worthy reputation, attract new customers, and improve your CX. But if you have to beg a customer to give a review or referral, you're doing it wrong. 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. The best customer experiences go beyond the sale. Join Jeremy Boudinet, Marketing Manager of Nextiva, and learn the tools for getting that glowing review.
Webinar: 3 Proven Ways To Master The Customer Journey
Kerry Bodine
JANUARY 9, 2020
In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. This webinar will cover: How to be where your customers are.
Webinar: 3 Proven Ways To Master The Customer Journey
Kerry Bodine
JANUARY 9, 2020
In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. This webinar will cover: How to be where your customers are.
Demystifying the Customer Journey Map, featuring Forrester Research
GetFeedback
FEBRUARY 5, 2020
In this webinar you'll learn how to create a customer journey map, what business objectives it helps achieve, and the differences between B2B and B2C journey mapping.
How to Identify Weaknesses in Your Customer Journey Map
GetFeedback
JANUARY 12, 2020
Steps to dentifying the weaknesses in your customer journey that, if improved, will lead to improved customer satisfaction and better business performance. .
The Employee Factor - Perfecting Your CX From Within
Speaker: Dennis Snow, President, Snow & Associates
Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.
Attention Marketers: Your Campaign Workflow Is NOT A Customer Journey
Kerry Bodine
APRIL 28, 2019
The concept of the “journey” has permeated organizations over the past several years. While this might seem like good news to someone like me who champions the journey framework, I’ve noticed a disturbing trend — and it reminds me of one of my favorite movies.
10 Steps To Mapping Your Current Customer Journey
Kerry Bodine
OCTOBER 14, 2016
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.
The Differences Between B2B and B2C Customer Journey Mapping
GetFeedback
JANUARY 6, 2020
B2B and B2C customer journey mapping differerences explained. Learn what to do to optimize the experience for your particular industry. Articles
11 common customer journey mapping mistakes to avoid
Vision Critical
SEPTEMBER 10, 2018
In a recent webinar on customer experience , we had the honor of hosting Annette Franz , founder and CEO of CX Journey Inc, for an in-depth talk about the why and the how of customer journey mapping. According to Franz, customer experience improvements have stalled.
The Customer Continuum - Making Customer Journeys That Think Like We Do
Speaker: Jared Johnson, Sr. Principal Digital Strategist , 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. It's time to make a CX that thinks like the customer--It's time to make a customer continuum. This, along with the emerging societal norms and behaviors caused by the pandemic, means that we're long overdue for a CX overhaul. Join Jared Johnson, Sr. Principal Strategist of Kin+Carta, and learn how to modernize your customer experience.
Name the Stages of Your Customer Journey
Customer Bliss
SEPTEMBER 15, 2015
When you take on journey mapping, make your first action gaining agreement on the names of the stages of your customer journey. At the end of the each stage: Can your customer state what they were able to accomplish? Is your customer clear about the value they received?
The 9 Stages Of The Archetypal Customer Journey
Kerry Bodine
JUNE 16, 2015
No two customer journeys look the same. No two customers will ever interact with you in exactly the same way at exactly the same time—nor will they share exactly the same perceptions, thoughts, emotions, and memories about those interactions. The Customer Journey
How To Map All The Variations In Your Customers’ Journeys
Kerry Bodine
NOVEMBER 29, 2017
I got a great question this morning from some colleagues who attended of one of our recent journey mapping workshops together: “Our marketing team would like to map the prospect journey from awareness up to purchase, but there are so many entry points and no linear process.
Customer Journey Map redefined: Customer Journey Management
MaritzCX
MAY 21, 2015
While many customer experience practitioners have readily adopted customer journey mapping as a best practice, too many of us look at it as a “once-and-done” activity. Let me make a suggestion right out of the gate.
Contact Center Metrics That Matter
Speaker: Nate Brown, Co-Founder, CX Accelerator
The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). Learn how to round out your CX dashboard with metrics related to the employee experience, the customer journey, and business results.
5 Steps To Mapping The Customer Journey
Kerry Bodine
MARCH 17, 2018
Wondering how to map the experiences that your customers currently have with your organization? A hypothesis journey map is just what it sounds like: your hypothesis of what customers go through as they do business with you. IN)VALIDATE your hypotheses with customers.
Challenges of Understanding the Customer Journey End-to-End
Experience Investigators by 360Connext
JANUARY 21, 2015
Many customers experience the product or service offered by an organization differently than how the organization anticipates. Some of this has to do with where the journey actually begins and ends. But the experience is more than what a customer does after purchase.
4 Things to Consider When Mapping Your Digital Customer Journey
Comm100
JANUARY 21, 2020
Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check the health of your digital customer journey. B2B and B2C digital journeys have their own set of channel preferences.
Customer Journey Map redefined: Customer Journey Management
MaritzCX
MAY 21, 2015
While many customer experience practitioners have readily adopted journey mapping as a best practice, too many of us look at it as a “once-and-done” activity. Let me make a suggestion right out of the gate.
Digital Experience: Customer Journey Mapping
Speaker: Nitin Sharma, MBA (Market Research, Management Decision Making), CEO, Gold Research Inc.
Regardless of whether they're consumers or other businesses, your customers live in an omni-channel world. So why do so many in the CX space still rely on a single source of customer data, even though that one viewpoint can never reveal the whole picture? In this webinar, we will learn to identify, track, measure, blend, and synthesize insights across multiple digital channels, to pinpoint the exact moments that matter most to your target customers.
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