Consulting Exercises Journey mapping 
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.
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. This exercise is excellent, and I support their use in designing your Customer Experience.
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Beyond Philosophy
DECEMBER 11, 2020
Measure the specific emotions across the customer journey. Design the emotions into your journey maps. For example, many organizations choose some form of “that they can trust us,” and that customers feel “cared for” after the experience when we do this exercise with them. Be specific.
Beyond Philosophy
JANUARY 29, 2022
Anna wants to operationalize journey mapping to make their Customer Experience more customer centric. Perhaps more importantly, she wants these improvements to prove practical and effective rather than viewed as a “soft and fluffy” exercise that is not practical for the organization to continue to support.
Beyond Philosophy
JULY 13, 2021
Working with an insurance company in England, we engaged in a few of these exercises. In the flood exercise, we uncovered a few third-party bumps in the road. It started when the consultant arrived to assess the damage and demanded a payment of £200 before they started. appeared first on CX Consulting.
Beyond Philosophy
OCTOBER 1, 2020
We know that many organizations have customer journey maps prepared, which is excellent for showing you a process. Moreover, COVID-19 has changed your customers’ journeys. Behavioral Journey Mapping takes this exercise a step further by charting customer behavior throughout the process.
Beyond Philosophy
JUNE 13, 2020
When you apply the previous four rules in an exercise we call Behavioral Journey Mapping , an advanced take on traditional journey mapping, you can see how the different touchpoints in an experience influence customers’ decisions. This podcast is produced by Resonate Recordings. Click here find out more.
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