Beyond Philosophy

MARCH 26, 2021

Many clients talk about the fact that they do journey mapping. I love journey mapping. However, it is maddening that a lot of journey mapping is process mapping. Few look at the emotional journey of an experience, and, if they do at all, it’s not specific. Subscribe today right here.

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Journey mapping B2B Customer emotions Personalization 300

Beyond Philosophy

JULY 16, 2019

Choice Architecture is nudging people in one particular direction by the way you arrange or present the options. Critics of the ballot’s wording suggest that the binary choice was misleading and the vote might have been different if they presented the options about Brexit differently. Neither would I, but I do at the movies.

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CX Accelerator

NOVEMBER 11, 2022

Customer Journey Mapping. CUSTOMER JOURNEY MAPPING Being able to map customer journeys with your organization is a skillset unto itself. One of the most important things a good journey map can do is connect the employees of an organization to the customer. Project/Program Management.

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Journey mapping Customer centricity Analytics Government 307

Beyond Philosophy

FEBRUARY 6, 2019

There is a lack of focus on presenting the business case for your program. As Customer Experience consultants, we see this all the time. For example, the companies with the best ROI and results to show in Thompson’s survey took a more comprehensive and thorough approach to journey mapping.

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Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

JANUARY 29, 2021

They say, “what you need is journey mapping. ” Or, it might be, “implement this measurement system and collect all feedback from different parts of the customer journey. It was my responsibility to implement it, and then we would present the results. Before Beyond Philosophy, I was in corporate life.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

Beyond Philosophy

DECEMBER 10, 2015

The experiencing self lives in the present. We use our Behavioral Journey Mapping tool to find this moment. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. It is one of the cognitive traps we all have.

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Customer Experience Journey mapping Consulting Consulting 274

Beyond Philosophy

SEPTEMBER 6, 2019

Most of the clients we begin working with in our global Customer Experience consultancy need some help developing strategy. In our experience as global Customer Experience consultants, most organizations don’t have the answer to those two questions. The next phase is journey mapping using behavioral science.

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Journey mapping Consulting Consulting Customer Experience 332

Beyond Philosophy

JANUARY 25, 2016

Our new clients often present us with detailed journey maps of their system. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Consider the experience, not the process.

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Customer centricity Journey mapping Consulting Consulting 273

Beyond Philosophy

OCTOBER 11, 2019

All the change has presented new challenges. Behavioral Journey Mapping takes regular Journey Mapping to the next level. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Customer Experience 316

Customer Experience Employee engagement Journey mapping Customer centricity 316

TeleDirect

APRIL 7, 2021

Have you ever considered your own company’s journey from the very beginning to the present day? Part of that journey includes your own customers – and figuring out their customer journey map goes a long way to ensure they’re happy and satisfied with your products and services. What is a Customer Journey Map?

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Journey mapping Business Process Outsourcing outsourcing Upselling 82

Infinity

AUGUST 10, 2021

Each time they pick up the phone, you’re presented with an opportunity to collect data that could have long-term strategic benefits. Customer journey mapping involves creating a comprehensive visual storyline which records the key touchpoints in your customer journey, from the first time they visit your website to the moment they convert.

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Journey mapping Analytics Consulting Consulting 81

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. B2B journey mapping is more complex.

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Journey mapping B2C B2B Surveys 78

Beyond Philosophy

DECEMBER 20, 2018

In our global Customer Experience consultancy, we believe it is fundamental that you know where your customers are in their thinking when they are interacting with you. In other words, you already present a mental model for how customers decide things in your experience. What Does It Mean to Your Customer Experience?

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Journey mapping Benchmark Customer Experience Consulting 268

Beyond Philosophy

FEBRUARY 28, 2016

In a recent article, Robert Passikoff, CEO of Brand Keys, presented statistics which demonstrate the extent to which consumer response to experiences, and the resultant impact on decision processes, has become emotion-dominant. The client responded that they didn’t understand our query; and that response, in and of itself, was profound.

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Journey mapping Customer centricity Consulting Consulting 150

Beyond Philosophy

APRIL 2, 2022

The expectations are rational, emotional, and sensory, and are an essential companion for customers as they walk your customer journey, making them essential for your Journey Map. Perhaps most importantly, we will talk about how to avoid disappointing customers’ expectations when you present them your experience.

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Journey mapping Construction Consulting Consulting 34

DMG Consulting

JULY 16, 2019

Question: What’s the difference between customer journey mapping and customer journey analytics? Answer: Customer journey mapping provides enterprises with a visual representation of the touchpoints that prospects or customers traverse when interacting with their organization, from the first touch through the last.

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Journey mapping Analytics Interactive Voice Response Social media contact 67

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

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Customer Experience Journey mapping Consulting Consulting 115

Beyond Philosophy

OCTOBER 21, 2021

Instead, Mead says it shows how to journey map, incorporate analytics, and voice-of-customer insight into your organization. Then, he would add an advanced course that teaches people how to present what they find in terms that matter to the stakeholders. Join the Debate… appeared first on CX Consulting.

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Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Amanda is a highly experienced customer experience consultant, adviser, and writer. Do follow these experts to learn from the best in business!

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Customer Experience Chief Customer Officer Consulting Consulting 130

360Connext

AUGUST 9, 2017

CX Strategy by Journey Mapping. Journey mapping is the answer! I’m a big believer in mapping the experience. Produce a beautiful map and get everyone in the company to appreciate it by going on a roadshow with it. Customer journey mapping is not the problem. Mapping is another tool.

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Journey mapping Airlines Customer Experience Technology 92

Beyond Philosophy

APRIL 7, 2022

Also, remember that these expectations are present even if this is a customer’s first time interacting with you. Then build that into your Journey Map. appeared first on CX Consulting. The rational things they expect, the emotional and the sensory, influence customers’ evaluations.

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Journey mapping Sales Consulting Consulting 195

360Connext

OCTOBER 2, 2018

Maybe you’re a survey pro or a journey mapping guide, but only when your regular duties allow. When you are asked about a design or an idea, ask the presenter what customers will think. appeared first on Customer Experience Consulting. Defining just what a customer experience leader does can be tricky. Did we find out?

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Customer Experience Journey mapping Education Consulting 114

GetFeedback

AUGUST 14, 2019

Measuring CSAT can be used to determine how a customer feels about the experience overall, parts of the customer journey, or even specific products or services. The question is typically presented to the customer using a 1–5 scale, one being very dissatisfied and 5 being very satisfied. . It’s truly a win-win.

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Metrics Journey mapping Surveys Coaching 109

Lumoa

DECEMBER 18, 2017

Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers. Jim is a big fan of customer journey mapping and helps companies of all sizes - from startups to largest corporations to improve customer-focused results.

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Analytics Customer Experience Journey mapping Automotive 102

CX Accelerator

APRIL 30, 2018

If this attention to detail and “one at a time” philosophy was present, the business would be a success. Carlzon believed that each interaction should be handled in a way that would create a positive or favorable outcome. What a tremendous responsibility for each person answering the phone each day!

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Journey mapping Airlines Morale Call Center 140

CSM Magazine

DECEMBER 10, 2021

As a CX consultant with decades of experience in contact center solutions, Avtex has a unique viewpoint to the changing landscape of both CX and EX best practices. Take the time to execute an employee journey mapping exercise that can help you uncover the personas found throughout your organization. About the Author.

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Best practices Employee engagement Journey mapping Consulting 98

ijgolding

SEPTEMBER 29, 2015

Arriving in the UK from Columbia only four years ago, the lady who was presenting to a group of judges for a national award could not even speak English when she landed on these shores. Diana’s company, recruitment consultancy Nicoll Curtin , saw enough potential in Diana to give her a big break back in 2011.

Customer Experience 104

Customer Experience Journey mapping Customer centricity Employee engagement 104

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

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Customer Experience Customer Service Consulting Consulting 98

ijgolding

JULY 14, 2017

Your parents took you in to the bank open your first account when you were a child, and you remember how you felt when a moneybox was presented to you as a thank you. So how do we avoid falling into the trap of designing purely functional journeys which miss the point for customers? Map the journey.

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Journey mapping Customer Experience Banking Airlines 109

TeleDirect

JUNE 2, 2021

For more info on improving the customer experience, check out our blog on customer journey mapping – it has many parallels with the ideas presented here. Reach out and connect with our call center and customer experience consultants today. Contact TeleDirect Today – We’ll Improve the Customer Experience!

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Customer Experience Journey mapping Business Process Outsourcing outsourcing 59

Pointillist

MAY 19, 2020

“ Jeff Sheehan Customer Experience Consultant CX JS Consulting Data silos are the primary barrier for effectively measuring and improving customer experiences. Fragmented journey data impedes an organization’s ability to quantify ROI, which is the #1 overall CX challenge.

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Management Journey mapping Analytics Customer centricity 94

ClearAction

OCTOBER 2, 2017

Adapt this verbal technique to the way you present voice-of-the-customer. Use it for presentations of all types. 19) Data Presentation : learn how to present slides and spreadsheets using the context, storytelling, and stakeholders’ language. Think of customer experience management as a flow (not pillars!).

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Customer Experience Journey mapping Customer centricity Coaching 78

GetFeedback

JULY 19, 2019

This means knowing where there may be friction in the journey, and how to ask about that to get the best results. Can you start a VoC program without a customer journey map? The question is typically presented to the customer using a 1–5 scale, with 1 being very dissatisfied and 5 being very satisfied. .

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Natalie Petouhof

OCTOBER 12, 2016

The Constellation ShortList  presents vendors in different categories of the market relevant to early adopters. In addition to customer journey mapping and choosing omnichannel technology, they focus on DPM to ensure websites load quickly and shopping carts don’t get hung up or abandoned, while mitigating lost revenue. .

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Customer Experience Journey mapping Consulting Consulting 45

CSM Magazine

NOVEMBER 23, 2021

Yet, the problem seems to be snowballing, as automation complicates the agent role and the open job market presents many new opportunities. Such a trend highlights the significance of consulting agents when building and reviewing hybrid plans. The next 12 months will present a series of new curveballs. What’s in store for 2022?

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Journey mapping Metrics Analytics Education 52

ijgolding

OCTOBER 6, 2014

I need my mind fully focussed on the major task for this particular Monday morning – the delivery of a ‘current state customer journey mapping workshop’ for a relatively new client. The meeting this morning saw me present to two people who did not appear to connect with anything I said or did.

Customer Experience 80

Customer Experience Customer centricity Journey mapping Feedback 80

ClearAction

JUNE 29, 2023

Please send your deputies to my presentation on 13 July 2023 at 15:00 GMT (= 16:00 CET = 11 a.m. is squandered by narrow focus in inside-out journey mapping, micro moments in marketing, impure data in VoC, and failure to use customer insights to guide wiser cost containment, growth, and work groups’ performance standards.

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Journey mapping Consulting Consulting Finance 62