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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Peter Lavers
MARCH 26, 2015
Understanding and “managing” customers’ cross-channel journeys sits at the heart of Customer Experience theory, and numerous different approaches have been taken to map out the current and desired experience. We have developed an approach to quickly and efficiently make progress in customer journey mapping.
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. Check it out here.
ShepHyken
JANUARY 20, 2021
Identify: If you haven’t already done a journey map of what your customers experience as they do business with you, it’s time to do it. The good news is that if you haven’t done it yet, you don’t need to get to the level of detail you normally would for this exercise. This is the type of exercise that is not a “one and done.”
ShepHyken
JULY 1, 2019
Six Steps to Successful Customer Journey Mapping by Natalya Bucuy. My Comment: Journey mapping is a powerful exercise that all companies should practice. This excellent article breaks down the process with six steps that it takes to work through this important exercise. LiveHelpNow!) Play Gloria!”
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.
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