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


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!

Do Customer Journeys Drive Your Content Strategy?

Kerry Bodine

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.

Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities


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.

Trust Centric Customer Journeys

Wired and Dangerous

Today’s customers are more powerful than ever and they are more fickle than they have ever been. One of the key elements in any customer relationship is trust. Can your customers feel trust as they interact with every area of your organization? We live our lives on promises.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement

Is Your Customer Journey Hassle Free?

Wired and Dangerous

Customers today are Vain— expecting treatment that telegraphs they are special and unique, not just one of the masses. The expectations of today’s customers represent a dramatic shift in what is required to insure customer loyalty—the stuff of growth and profits.

5 Customer Journey Mapping Mistakes that Lead You Nowhere


Understanding what your customers are doing when is such a sexy, intriguing topic. We all want to better comprehend why our customers behave the way they do and when they make certain choices. That’s why customer journey mapping is such an inviting idea.

Getting Real Business Value from Customer Journey Mapping


The changing nature of the customer journey


In today’s omnichannel world, the customer journey is no longer a straight line from A to B, but rather a meandering path, encompassing multiple touchpoints.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

The 9 Stages Of The Archetypal Customer Journey

Kerry Bodine

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

The fundamental flaw in customer journey mapping—and how to fix it

Vision Critical

A customer journey map is a simple idea that has become overly complicated. At its core, a customer journey map tells the story of a customer’s experience. Why so many companies fail to master the customer journey.

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.

Customer Journey Mapping Workshop in November!

Kerry Bodine

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.

The Customer Journey Map Starts with Customers

Customer Bliss

The customer journey map offers a new starting point for the CX work of the organization. Instead of starting with the silos, you are starting with your customers’ lives. Their intent is to “earn the right” to grow by improving their customers’ lives.

The Customer Journey Map Starts with Customers

Customer Bliss

The customer journey map offers a new starting point for the CX work of the organization. Instead of starting with the silos, you are starting with your customers’ lives. Their intent is to “earn the right” to grow by improving their customers’ lives.

Understanding the Customer Journey

Michelli Experience

If only we could use similar technology to hone and deliver the ultimate experience for our customers. Siri, make my customers love me, come back for more, and tell their friends.”. That hope comes in the form of an old fashioned “customer journey” map. I will admit it.

Journey Mapping Q&A: Customer Journey Mapping Workshops

Kerry Bodine

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. In this post, I’ll tackle several questions about the nitty-gritty details of creating journey maps. What is the process for creating journey maps? Who should be involved in customer journey mapping workshops?

Challenges of Understanding the Customer Journey End-to-End


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.

Where Does Respect Fit in the Customer Journey?

Wired and Dangerous

Designing and implementing a customer journey that drives great experiences is a hot topic today. One element that many organizations miss, as they review their customer journey maps, is the element of respect. Now, here is the best part about customer respect.

Name the Stages of Your Customer Journey

Customer Bliss

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?

18 Reasons to Map Customer Journeys

CX Journey

Image courtesy of GrantVernon Have you started journey mapping yet? Or are you still wondering why it''s an important tool to have in your customer experience management toolbox? I think customer experience professionals have made huge inroads in that regard this year.

What Goes Into a Customer Journey Map?


Customer journey mapping is a tool to help you view what it’s like from the customer viewpoint to experience their journey with your company, in their shoes. This is one of the most talked about aspects in the field of Customer Experience.

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. A couple years ago, I wrote a popular post titled 18 Reasons to Map Customer Journeys.

Walled Gardens and Customer Journey Mapping


Let me begin with an obvious observation about customer experience excellence: Customer Journey Mapping is all the rage, it seems. Everyone is developing a journey map of customer relationships, not only the “cool kids” who pioneered this practice years ago. Even “Stalwarts” are proudly displaying their maps in their offices and sharing them amongst their. View Article

Customer Journey Maps – the Top 10 Requirements (Revisited)

Heart of the Customer

Two years ago I posted Customer Journey Map – the Top 10 Requirements. The post Customer Journey Maps – the Top 10 Requirements (Revisited) appeared first on Heart of the Customer. Customer Experience Customer Journey Map

Monitoring Your Customers’ Journey in “Real Time”

Wired and Dangerous

Customers are changing rapidly and keeping up with customer expectations in a world where nobody wants to complete another survey can be very challenging! Today the customer tells us it’s all about the experience. Customer needs are a lot like the landscape.

A customer journey map is a story

Heart of the Customer

A question I get asked a lot is, “What exactly is a customer journey map?” The post A customer journey map is a story appeared first on Heart of the Customer. Customer Experience Customer Journey Map

The Power of Customer Journey Mapping (Video)

Experience Matters

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.

Video 52

Rate the Experience Reliability of Each Stage of Your Customer Journey

Customer Bliss

The question is simple: In this stage of your customer journey, is the experience you deliver consistent and reliable? Start the assessment by having employees walk in your customer’s shoes. Employees need to see the total experience as customers do.

Customer Journey Map redefined: Customer Journey Management


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.

Customer Journey Map Template


A customer journey map is an important tool for any successful customer experience management program. It illustrates the various stages of the customer journey, and pinpoints customer needs and wants at each stage. Customer Experience

It Takes a Broad Team to Improve Customer Journeys

Heart of the Customer

I recently participated in a round table sponsored by Barclaycard Business discussing the importance to e-commerce businesses to plan and understand their customer journeys. Customers aren’t willing to figure out […]. Customer Experience Surveys Customer Journey Map

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. Although it has only really been taken seriously within the past 15 years, many of the aspects and practices found within CEM (Customer Experience Management) go back a lot, lot further.

The Most Important Touchpoint in the Customer Journey

Wired and Dangerous

There is a great deal of conversation currently on the customer journey. We read and hear a great deal about friction-less and easy journeys for the customer. For today’s wired and dangerous customers, that is especially true.

10 Ways To Use Customer Journey Maps

Kerry Bodine

Many companies embark on customer journey mapping projects without having a clear idea of how they’ll actually use the outputs. At the end such efforts, the CX team has checked “journey mapping” off its to-do list, but is left wondering what to do next…. So before you wander aimlessly into customer journey land, first determine what your primary business objective is for creating a journey map. With a current-state journey map , you can: 1.

Journey Mapping Q&A: Required Research For Customer Journey Maps

Kerry Bodine

For the past few weeks, I’ve posted answers to some of the questions I got during my Qualtrics ’ CX Week webinar “ 10 Ways To Use Customer Journey Maps.” (You In Part 1 and Part 2 of this series, I talked about the elements of a journey map and how to run a journey mapping workshop. This week I’ll focus on the research you need to do in order to map and validate your customer journey. .

B2B 81

Customer Journey Mapping – The Right Steps…

Ian Williams

Customer Experience is much bigger than Customer Service. The experience a customer gets doesn’t just come from the service they receive. They all have an impact on the customer’s experience. You could go as far as to say that Customer Experience is driven by the 7Ps so commonly spoken about within the world of Marketing. This being the case, could it be said that Customer Experience is a marketing discipline?

Five Tips for Building a Customer Journey Map—A Tool For Positive Change


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.