Customer Experience 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. They are essentially what a customer does in your experience. What Are The Five Rules?
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Peter Lavers
MARCH 26, 2015
Customer Experience Management is a hot topic in many companies, who have realised that they are no longer ‘in control’ of all the channels, media or messages that their customers utilise to engage with their brand. We have developed an approach to quickly and efficiently make progress in customer journey mapping.
Beyond Philosophy
JULY 13, 2021
Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not.
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.
ShepHyken
JANUARY 20, 2021
So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships. This is the type of exercise that is not a “one and done.”
CX Accelerator
FEBRUARY 2, 2020
If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not?
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