Beyond Philosophy
AUGUST 12, 2020
We’ve recently trained some of our clients on journey mapping. We discussed the problems with journey mapping in a recent podcast. Traditional journey mapping is what a customer is doing, but is missing a few things. What is the first stage of your journey? (On Build deliberate memory points.
ShepHyken
NOVEMBER 1, 2019
This week we feature an article by Linda Taylor who writes about the importance of customer journey mapping in every organization in order to improve the customer experience. Customer Journey Mapping is a pictorial representation of the path a customer follows after coming in contact with a company.
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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
DECEMBER 11, 2020
Today, I will talk about five rules for measuring and managing customer emotions that we shared on a recent podcast. The 5 Rules for Measuring and Managing Customer Emotions. Measure the specific emotions across the customer journey. Design the emotions into your journey maps. Why do we do customer journey maps?
Speaker: Jeremy Boudinet, Marketing Manager, Nextiva
Making a customer want to advocate for your brand takes passion, personalization, and gratitude: all things that can be gracefully elicited throughout the customer journey map. Join Jeremy Boudinet, Marketing Manager of Nextiva, and learn the tools for getting that glowing review.
Brad Cleveland Blog
NOVEMBER 15, 2024
One of the most popular arrows in the quiver of a customer experience professional is the customer journey map. There are countless ways … Continue reading → The post Customer Journey Mapping Tips appeared first on Brad Cleveland.
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.
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.
Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders
How to set and manage CX expectations. Outcomes of effective Journey Maps. The specific actions and strategies crucial to driving a solid CX will be explained in relevant ways to enable attendees to make a difference in their own organizations. By the end of this webinar, you will know: What drives buying decisions.
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