GetFeedback

JANUARY 6, 2020

After Voice of the Customer (VoC) , nothing is more closely associated with Customer Experience Management (CXM) than a customer journey map (CJM). . What appears to matter more is consistency across the journey stages and thoroughness of implementing journey mapping practices.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

Seaton CX

JANUARY 17, 2024

Before you invest in creating a customer journey map, there are a few questions you should ask yourself. You’re challenged to control or reduce costs while simultaneously improving agent retention and customer satisfaction—in an environment of rapid technology innovation and evolving customer expectations.

Customer Journeys 52

Customer Journeys Contact Center Comparison Exercises 52

Kerry Bodine

AUGUST 21, 2020

To help you drive critical customer-centric decision-making in your organization, I’m hosting two more Virtual Journey Mapping Bootcamps in 2020: October 7 & 8 . Day 1 will help you build a solid understanding of the journey mapping methodology and how you can apply it to specific business challenges.

Customer Journeys 177

Customer Journeys Exercises Customer Centricity Training 177

GetFeedback

JULY 23, 2018

Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. What is a customer journey map? Why create a customer journey map? Meeting the needs of the customer.

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Omni-Channel Customer Journeys Retail e-support 218

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. November 3, 9:00 – 4:30.

Customer Journeys 120

Customer Journeys Exercises Tips Course 120

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. November 3, 9:00 – 4:30.

Customer Journeys 120

Customer Journeys Exercises Tips Course 120

Beyond Philosophy

AUGUST 12, 2020

We’ve recently trained some of our clients on journey mapping. During the process, I realized that there is a lot that people don’t know about it—and that they needed a few rules to help them make the most of the exercise. We discussed the problems with journey mapping in a recent podcast.

Customer Journeys 187

Customer Journeys Hotels Net Promoter Score Exercises 187

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. March 24, 9:00 – 4:30.

Customer Journeys 120

Customer Journeys Exercises Tips Course 120

delighted

JANUARY 7, 2021

Defining customer needs, problems, and interactions with your company may seem overwhelming and at times, unnecessary. However, understanding every customer’s experience at each stage of the customer journey is crucial for turning business insights into long-term improvement strategies. . What is a customer journey map?

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

Quadient

JULY 25, 2022

What is Customer Journey Mapping? Customer-centricity has become an essential focus for companies today. One of the challenges to achieving customer-centricity is that departments in most organizations operate in silos. What is a Customer Journey Map? Why is journey mapping important?

Customer Journeys 52

Customer Journeys Omni-Channel Touchpoint Customer Centricity 52

Kerry Bodine

SEPTEMBER 23, 2015

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. November 18, 9:00 – 4:30.

Customer Journeys 120

Customer Journeys Exercises Tips Course 120

Kerry Bodine

JULY 10, 2017

Whenever we conduct one of our open enrollment journey mapping workshops , we start by asking attendees to list three words that describe their current feelings toward journey mapping. Take a look at the smaller text, and you’ll see that a few attendees have bravely admitted that they see journey mapping as daunting.

Customer Journeys 214

Customer Journeys B2C Exercises Touchpoint 214

Beyond Philosophy

MAY 20, 2023

Journey Maps can be useless exercises. Journey Maps are only useless if you don’t include the customer’s emotional journey in them. Emotional journeys are the “squishy stuff” associated with why customers buy from you. That’s right…we said it.

Customer Journeys 78

Customer Journeys ROI Hotels Exercises 78

SurveySensum

FEBRUARY 17, 2021

In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. . Run the customer journey mapping exercise in a group.

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Customer Journeys Exercises Touchpoint Metrics 59

ChurnZero

JULY 6, 2023

As a customer success leader, I’ve seen time and time again companies over-engineer or altogether skip the most foundational step in building a great customer experience—and that is mapping the customer journey. I suggested they map out the journey their customers’ experience from the moment they sign a contract.

Customer Journeys 52

Customer Journeys Tips Exercises Consulting 52

PeopleMetrics

JANUARY 21, 2021

Customer Journey Mapping: Which Touchpoints Really Matter? Customer journey mapping is an important part of measuring the customer experience, but getting started with this exercise can feel overwhelming. How do you create a customer journey map? Watch on YouTube. ? ? ?.

Customer Journeys 62

Customer Journeys Touchpoint Exercises Measurement 62

Horizon CX

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

Kerry Bodine

JUNE 29, 2015

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.

Customer Journeys 120

Customer Journeys B2C B2B Exercises 120

BlueOcean

OCTOBER 10, 2016

As a contact center, we might be checking all the boxes in our call flow process, but that doesn’t mean the customer necessarily had a great experience. That’s why customer journey mapping in the contact center is essential to understand how the customer experience is built at every touchpoint.

Customer Journeys 120

Customer Journeys Contact Center Call Flow First Call Resolution 120

Kerry Bodine

AUGUST 14, 2020

Do you first have to analyze customer (quantitative) data or focus on their (qualitative) journeys? The Holy Grail of customer research is combining quant and qual data to get the most complete picture of your customer. The Trade-offs Between Quant & Qual Customer Research. Can we have nested journeys?

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Customer Journeys Management Touchpoint Telecommunications 207

Kerry Bodine

NOVEMBER 22, 2017

We’ve been getting multiple requests over the past few weeks about our 2018 journey mapping workshop schedule. 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. February 27 & 28 in San Francisco.

Customer Journeys 120

Customer Journeys Exercises Tips Course 120

CSM Practice

NOVEMBER 16, 2020

For some companies, they take customer journey mapping at a basic level to the point that it doesn’t encapsulate the maximum value that you can get out of this exercise. There are even companies with customer success teams but don’t have customer journey maps which can be considered as a loophole.

Customer Journeys 52

Customer Journeys B2B Chief Customer Officer Exercises 52

Gainsight

DECEMBER 19, 2023

A carefully crafted customer journey is not static. If you’re facing the need to revisit and revamp your customer experience, our discussion with Mai Elizer, Senior Solutions Engineer at Comeet , offered invaluable insights into constructing a predictable and efficient customer journey.

Customer Journeys 97

Customer Journeys Roadmap Comparison Exercises 97

Beyond Philosophy

AUGUST 1, 2020

The 5 Rules for Behavioral Journey Mapping. We were training customers with journey mapping recently when it became apparent that people didn’t understand what journey mapping could do for them. They are essentially what a customer does in your experience. What Are The Five Rules?

Customer Journeys 122

Customer Journeys Net Promoter Score Exercises Customer Experience 122

Experience Investigators by 360Connext

MAY 19, 2015

That’s why customer journey mapping is such an inviting idea. When we map out the actual journey our customers take and turn it into a beautiful visual? Beautiful customer journey maps are easy to find. Here are 5 mistakes that make customer journey mapping a waste.

Customer Journeys 110

Customer Journeys Social Media Exercises Software 110

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. May 9 & 10 in Chicago. August 16 & 17 in San Francisco. Save the date: October 3 & 4 in Boston.

Customer Journeys 120

Customer Journeys Exercises Tips Course 120

Michel Falcon Experience

APRIL 3, 2019

In all my years of focusing on customer experience management, there is one practice that stands out amongst them all…customer journey mapping! How customer journey mapping will improve your operational strategy. ? Customer journey mapping is a fantastic way to improve your customer experience.

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Customer Journeys Case Study Study Customer Experience 94

CX Journey

JUNE 20, 2018

How do we make sure they’re integrated into your customer experience strategy and design – and executed well? With journey maps. What is a journey map? Journey mapping is a creative process that allows companies to understand – and then to redesign – the customer experience. What’s next?

Customer Journeys 140

Customer Journeys Communication Exercises Fashion 140

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?

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

Kerry Bodine

MARCH 14, 2018

One recent attendee called our journey mapping bootcamp “an MBA on steroids.” Our signature two-day bootcamp is jam packed with content and exercises that will answer these questions: Why are customer journeys (and journey maps) important? What makes journey maps effective?

Customer Journeys 120

Customer Journeys Exercises Strategy Brands 120

Kustomer

JUNE 25, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Annette Franz, CEO of CX Journey Inc. joins Gabe Larsen to continue exploring customer journey mapping and how to do it effectively. Customer journey mapping is a way of capturing the thoughts, feelings, and actions of the customer.

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Customer Journeys Policies Customers Analysis 92

Education Services Group

FEBRUARY 8, 2022

Over the years, we’ve helped many of our clients build customer journey maps as part of our Customer Success as a Service® business model. I want to give you an inside look at what makes journey mapping the ESG way so special. Because we get asked about our customer journey mapping workshops a lot.

Customer Journeys 52

Customer Journeys Exercises Customer Success Customer Satisfaction 52

ijgolding

FEBRUARY 6, 2017

The art and skill of the Customer Experience Professional is knowing how to adapt and flex the tools, techniques and disciplines for any and every situation that faces them. As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise! A collage of customer journey maps!

Customer Journeys 156

Customer Journeys Management Exercises Customer Experience Professionals 156

Forrester's Customer Insights

AUGUST 14, 2018

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.

Customer Journeys 130

Customer Journeys B2B Exercises Leadership 130

SuiteCX

JULY 9, 2018

In the recent research report by MyCustomer in association with Quadient, Customer Journey Mapping Research Report 2018, results validate what we practitioners have known for years: leadership buy-in absolutely matters and it should never be a one-and-done effort.

Customer Journeys 100

Customer Journeys Leadership Exercises Report 100

Education Services Group

JANUARY 5, 2022

They may sound the same, but customer journey maps are different from touchpoint maps (also known as service blueprints). They are both ways of looking at the customer journey, but one concentrates on the front-end, customer experience and the other focuses on the back-end processes that drive those experiences.

Customer Journeys 52

Customer Journeys Touchpoint Net Promoter Score Exercises 52

Kerry Bodine

JUNE 13, 2017

In a recent post, I tackled the common question of which journey(s) an organization should map. But equally important is the question of which persona should be associated with that map. Before I go any further, let me make this point clear: EVERY JOURNEY MAP NEEDS AN ASSOCIATED PERSONA. Why is this?

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Customer Journeys Exercises How To Banking 168