Consulting Groups Journey mapping 
Beyond Philosophy
MAY 25, 2023
Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. Most Journey Maps I see are more like the customer process.
Beyond Philosophy
JULY 2, 2020
There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. Psychology influences these groupings, also.
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Beyond Philosophy
OCTOBER 1, 2020
He had them choose ahead of time what the students wanted as a snack from a list of options for one group. In another group, the students chose the snack each week. For both groups, everybody made three snack choices over three weeks and consumed them one per week. Moreover, COVID-19 has changed your customers’ journeys.
Beyond Philosophy
DECEMBER 11, 2020
Measure the specific emotions across the customer journey. Design the emotions into your journey maps. This grouping of emotions serves as a framework for seeing how the different emotions work together and drive value for your organizations. Rule #3: Measure specific emotions across the journey. Be specific.
Beyond Philosophy
APRIL 23, 2020
When we do journey mapping in our business-growth consultancy to redesign an experience, many people at the organization are involved. We have a brown piece of paper for each of the stages of the customer journey as part of the map. A group like this can generate so many ideas. The usual things, as it were.
Beyond Philosophy
APRIL 15, 2015
Take for example the fate of Michael Porter’s Monitor Group. Monitor, a consulting firm that ruled the business world in the 1980s founded by Harvard Business School’s Michael Porter, built their business on the concept that business is a matter of defeating the competition, not making a better product or experience for Customers.
Beyond Philosophy
OCTOBER 6, 2014
Organizations create CX teams, undertake new Customer research, do journey mapping, but fall short of dealing with the cause of the problem: How Customer-centric your organization is. Natural: This is the smallest group as they are the companies that are successful in putting the Customer at the center of everything they do.
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