Attention Marketers: Your Campaign Workflow Is NOT A Customer Journey

Kerry Bodine

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.

Three Keys to Effective Customer Journey Mapping

Michelli Experience

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 Management – it’s not just about the mapping!

ijgolding

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!

The Customer Journey DOES NOT EQUAL The Customer Lifecycle

Kerry Bodine

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

7 Steps to Elevate Your Customers' Experience

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

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.

Customer Journey Mapping [Infographic]

Michelli Experience

A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. The post Customer Journey Mapping [Infographic] appeared first on Joseph Michelli. + Joseph A. Michelli, Ph.D.

Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities

360Connext

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.

11 common customer journey mapping mistakes to avoid

Vision Critical

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.

Do You Know Your Customer Journey Map & the Emotions Overlay?

C3Centricity

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.

How to Improve Customer Experience in an Era of Choice

HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 1 HOW TO IMPROVE. CUSTOMER. ERA OF CHOICE HOW TO CAPTURE THE VOICE OF THE CUSTOMER IN AN ERA OF CHOICE - SPIGIT 2 It doesn’t matter if you’re a large enterprise, small business, or solo. is its customers.

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.

Persona-based Customer Journey Mapping Infographic

Michelli Experience

Persona-based journey maps serve as a research and design tool to understand the current journey of core customer segments and to find opportunities to make improvements that add value for those groups. Customer Experience persona-based customer journey mapping

5 Steps To Mapping The Customer Journey

Kerry Bodine

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.

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?

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Intelligence in the Customer Engagement.

Tailoring the Customer Journey

Wired and Dangerous

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.

Three Common Customer Journey Mapping Business Cases

Heart of the Customer

The post Three Common Customer Journey Mapping Business Cases appeared first on Heart of the Customer. Customer Journey Map

Validate, Educate, and Activate the Customer Journey Map {Infographic}

Michelli Experience

Assuming you have developed a customer journey map based on a core segment persona, you are likely expecting that this design tool will help you improve the experience you deliver to this customer group.

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

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.

How Adaptable is Your Customer Journey?

Wired and Dangerous

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?”.

Optimal Customer Journey Road Map [Infographic]

Michelli Experience

A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. The post Optimal Customer Journey Road Map [Infographic] appeared first on Joseph Michelli. + Joseph A. Michelli, Ph.D.

Customer Journey Map redefined: Customer Journey Management

MaritzCX

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.

What is Persona-Based Customer Journey Mapping?

Michelli Experience

Persona-based customer journey mapping helps you understand core customer segments so you can add value to these groups. After discussing a myriad of ways you can deepen your customer understanding (e.g., Think of fixing and elevating moments in the journey.

Digital Experience: Customer Journey Mapping

Speaker: Nitin Sharma, MBA (Market Research, Management Decision Making), CEO, Gold Research Inc.

Challenges of Understanding the Customer Journey End-to-End

360Connext

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 Journey Map redefined: Customer Journey Management

MaritzCX

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 redefined: Customer Journey Management

MaritzCX

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.

How to Map the Customer Journey Stages to Foster Lifetime Value

Totango

From the moment a customer buys your product or subscribes to your service, they’ve chosen to take a journey with your brand. It’s a journey that promises recurring value, and it’s your job to make sure that every step of the way leaves a positive impression on the customer. So, how can you understand the customer experience and know when to offer extra support to grow your relationship? Through customer journey mapping.

The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

From Customer Journey Map to an Optimal Customer Journey Road Map

Michelli Experience

In last week’s blog , I talked about how customer journey mapping has gained widespread acceptance and how to get maximum value out of efforts to depict perceptions of customers across interactions with your brand. Customer Experience customer journey map

How to Use NPS Data to Transform the Customer Journey

GetFeedback

So you’ve decided to use an NPS (Net Promoter Score) survey to improve your brand’s customer experience (CX). Now, how do you use your NPS data to actually make your customers’ experience better? A great approach is to map the NPS data to your customer journey. This means mapping your NPS results where your customers encounter, acquire, and interact with your product or service. The customer journey. The customer buys more of your product.

NPS 164

Customer Journey Mapping and the Road Beyond

Michelli Experience

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.

All Touchpoints in the Customer Journey Are Not Created Equal!

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, fast and easy journeys for the customer. For today’s wired and dangerous customers, that is especially true.

The SaaS Guide to Customer Engagement, Retention, and Advocacy

The Power of Customer Journey Thinking (Infographic)

Experience Matters

I hate to break this news to you, but your customers most often interact with your organization because they have to, not because they want to. And when they do connect with you, it’s part of a larger journey that they’re on to achieve something more important than the interaction with you. That’s why it’s critical for organizations to understand and to design experiences for their customersjourneys.