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. MORE
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. MORE
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 MORE
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! MORE
There is a great deal of conversation currently on the customer journey. We read and hear a great deal about friction-less, fast and easy journeys for the customer. For today’s wired and dangerous customers, that is especially true. MORE
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. Fortunately, you don’t have to go far to crown your Thursday night Exploratorium journey.” MORE
It’s called the pictorial superiority effect.” – Brain Rules by John Medina Or, said differently, if you want your teams to remember what really matters to your customers – their Moments of Truth, their delights, and what frustrates […]. Customer Journey Map MORE
Today’s wired and dangerous customers expect to journey through their experience with your organization without friction, hassle or delay. This has become the customer’s expectation rather than the exception to their journey. Customers depend on night lights. MORE
Trust is the emotion that propels customers to the other side of the gap between their expectation and their experience. Making trust the centerpiece of innovative service can catapult a service provider into a position of distinction in the eyes of customers. MORE
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. MORE
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. MORE
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. MORE
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? MORE
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. MORE
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 MORE
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. MORE
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. MORE
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. MORE
jameschipper / 123RF Stock Photo " alt="Does Your Customer Journey include Happy Processes? Bottom line, it is the means that organizations use to deliver service to customers as they journey across your organization. MORE
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. MORE
Customer support teams focus their efforts on three goals: solve the problem, make the customer happy and set them up for success. In essence, the support team is responsible for delivering a great customer experience. They’re missing that key ingredient: the customer’s context. MORE
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. MORE
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 MORE
Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Insurance companies must rethink the customer journey. MORE
You can check out wherever you like.” Do your customers get service their way, on their schedule or are they shoehorned into complying with your service procedures? Would your customers label you “elegantly adaptable?”. MORE
The following post is an excerpt from my book: Chief Customer Officer 2.0. As you read, think about what journey mapping might look like in your organization. Build a Customer Journey Map to Make CX Tangible to Leadership and Staff. I needed a visitor journey map. MORE
What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? Customers have many similarities ; they also have major differences. MORE
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. MORE
Customers today are Vain — expecting treatment that telegraphs they are special and unique, not just one of the masses. This customer narcissism has been forged through the pampering provided by service providers, as well as their new-found muscle to get their way in the marketplace. MORE
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. MORE
But in the end, you decide to make the dreaded call to customer service. No matter what action you take, the point is that your journey as a customer started before you made that call. Creating a Blueprint for Customer Experience. Customer Experience MORE
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 Journey Map MORE
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. MORE
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. MORE
The digital transformation has allowed us to market more strategically to our customers. But it’s also caused our customers to want more—more engagement, more value, more memorable experiences—from our companies overall. But do journey maps really make a difference? MORE
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. MORE
We sat down recently to chat with Kris LaFavor, Heart of the Customer’s Data Visualization Designer, about her work designing journey maps. What do you do when you start the process of designing a customer experience journey map? MORE
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. MORE
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. MORE
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. MORE
Customer Journeys Related Topics 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.
Wired and Dangerous
MARCH 26, 2018
You can check out wherever you like.” Do your customers get service their way, on their schedule or are they shoehorned into complying with your service procedures? Would your customers label you “elegantly adaptable?”.
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
Wired and Dangerous
JUNE 4, 2018
There is a great deal of conversation currently on the customer journey. We read and hear a great deal about friction-less, fast and easy journeys for the customer. For today’s wired and dangerous customers, that is especially true.
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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!
Wired and Dangerous
JANUARY 25, 2016
Customers today are Vain — expecting treatment that telegraphs they are special and unique, not just one of the masses. This customer narcissism has been forged through the pampering provided by service providers, as well as their new-found muscle to get their way in the marketplace.
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 Journey Map
Wired and Dangerous
JULY 17, 2017
jameschipper / 123RF Stock Photo " alt="Does Your Customer Journey include Happy Processes? Bottom line, it is the means that organizations use to deliver service to customers as they journey across your organization.
Wired and Dangerous
MAY 22, 2017
Today’s wired and dangerous customers expect to journey through their experience with your organization without friction, hassle or delay. This has become the customer’s expectation rather than the exception to their journey. Customers depend on night lights.
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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.
Vision Critical
DECEMBER 9, 2016
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.
Wired and Dangerous
DECEMBER 14, 2016
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.
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.
Kayako
APRIL 20, 2017
Customer support teams focus their efforts on three goals: solve the problem, make the customer happy and set them up for success. In essence, the support team is responsible for delivering a great customer experience. They’re missing that key ingredient: the customer’s context.
Customer Bliss
FEBRUARY 9, 2018
The following post is an excerpt from my book: Chief Customer Officer 2.0. As you read, think about what journey mapping might look like in your organization. Build a Customer Journey Map to Make CX Tangible to Leadership and Staff. I needed a visitor journey map.
CallidusCloud CX
JULY 13, 2017
The digital transformation has allowed us to market more strategically to our customers. But it’s also caused our customers to want more—more engagement, more value, more memorable experiences—from our companies overall. But do journey maps really make a difference?
BlueOcean
OCTOBER 10, 2016
But in the end, you decide to make the dreaded call to customer service. No matter what action you take, the point is that your journey as a customer started before you made that call. Creating a Blueprint for Customer Experience. Customer Experience
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?
Jacada
APRIL 5, 2017
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.
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 Bliss
DECEMBER 17, 2015
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.
ReviewTrackers
JULY 20, 2017
Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Insurance companies must rethink the customer journey.
Michelli Experience
DECEMBER 16, 2015
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.
Heart of the Customer
FEBRUARY 7, 2018
We sat down recently to chat with Kris LaFavor, Heart of the Customer’s Data Visualization Designer, about her work designing journey maps. What do you do when you start the process of designing a customer experience journey map?
Wired and Dangerous
JANUARY 18, 2016
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.
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.
Customer Bliss
DECEMBER 17, 2015
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.
Wired and Dangerous
JULY 24, 2017
Trust is the emotion that propels customers to the other side of the gap between their expectation and their experience. Making trust the centerpiece of innovative service can catapult a service provider into a position of distinction in the eyes of customers.
Wired and Dangerous
JUNE 12, 2017
What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? Customers have many similarities ; they also have major differences.
Kerry Bodine
SEPTEMBER 26, 2016
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.
Kerry Bodine
SEPTEMBER 26, 2016
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.
Heart of the Customer
DECEMBER 2, 2016
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
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. Fortunately, you don’t have to go far to crown your Thursday night Exploratorium 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
360Connext
MAY 19, 2015
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.
Heart of the Customer
MAY 3, 2018
It’s called the pictorial superiority effect.” – Brain Rules by John Medina Or, said differently, if you want your teams to remember what really matters to your customers – their Moments of Truth, their delights, and what frustrates […]. Customer Journey Map
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.
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.
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