ShepHyken

FEBRUARY 16, 2025

Some may call it a fancy word of taking a journey map to the next level. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops. The past definition (which still works today) has focused on how a company interacts with its customers.

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Customer Service Journey mapping Customer Support Customer Experience 205

ShepHyken

NOVEMBER 9, 2020

7 Tips to Simplify & Improve Employee Journey Mapping by Jeannie Walters. Experience Investigators) If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize. but have you journey mapped the employee experience.

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Journey mapping B2C Customer Service B2B 287

ShepHyken

JULY 1, 2019

Focusing on metrics, training and AI is this author’s formula for delivering a better experience that gets makes customers want to come back for more. Six Steps to Successful Customer Journey Mapping by Natalya Bucuy. My Comment: Journey mapping is a powerful exercise that all companies should practice.

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Journey mapping Customer Service B2C Big data 315

ShepHyken

SEPTEMBER 26, 2016

Agencies Turning to ‘Customer Journey Maps’ to Tackle Service Woes by Nicole Ogrysko. Federal News Radio) As agencies begin to pay greater attention to customer service, more organizations are developing customer experience “journey maps” to help them better understand and respond to their constituents.

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Journey mapping Customer Service Contact Center Airlines 308

ChurnZero

JANUARY 9, 2025

As a proud sponsor of Zero IN 2024 , Growth Molecules embraced the opportunity to showcase our customer success training and advisory services in a packed workshop. here is a guide for three areas to focus on as your go-to-market teams map the customer experience and hold each other accountable for its successful execution.

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Journey mapping Marketing Upselling Education 52

ShepHyken

JANUARY 4, 2017

Start with your basic customer journey map that shows all of the typical interactions – or touchpoints – that the customer has when doing business with you. And you may need more than one map. A customer’s sales journey is different than a service or support journey. And, I mean everyone!

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Journey mapping Customer Service Sales Personalization 254

ShepHyken

MAY 27, 2019

How To Create Customer Journey Map Of A Restaurant? Survaider) A customer journey map drops you into the shoes of your customers and makes you understand how and when they interact with various touchpoints of your restaurant. My Comment: I’m a big fan of journey mapping the customer experience.

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Journey mapping Customer Service Employee engagement Morale 277

C3Centricity

FEBRUARY 20, 2018

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. Already there, you can see that they have an incomplete customer journey mapping process. Click To Tweet.

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Journey mapping CRM Personalization Customer Service 116

ShepHyken

SEPTEMBER 23, 2019

Content marketing, social media, customer feedback, customer support, and training and analytics… These aren’t just buzz words. 3 Common Errors That Can Render Your Customer Journey Maps Ineffective by Leonie Brown. My Comment: Journey maps are an important exercise for virtually any organization to go through.

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Journey mapping Customer Service B2B Analytics 266

Beyond Philosophy

MARCH 26, 2021

Train your people on how to evoke these emotions. 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. Having a journey map can be helpful in many different ways.

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Journey mapping B2B Customer emotions Personalization 300

Beyond Philosophy

FEBRUARY 15, 2016

We did a journey map last year and took care of all of these concerns.”. While I have no doubt that the journey map did an excellent job of identifying many elements of your experience that touch on these areas, I have much doubt that if you only did a journey map that you “took care of all of these concerns.”

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Journey mapping Consulting Consulting Advertising 281

Beyond Philosophy

OCTOBER 5, 2017

To be deliberate about the emotional CX, you should create a moment to moment map of your experience or what we call Behavioral Journey Mapping. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

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Journey mapping Banking Customer emotions Customer centricity 357

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

ShepHyken

JANUARY 14, 2019

4 Ways Customer Journey Maps can Improve Customer Experience by Michael. My Comment: I’m a fan of the customer journey map. Here’s a nice article that has several good ideas to help you take advantage of the work you put into the journey map exercise. I’m honored to be one of the ten.

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Journey mapping Customer Service Customer centricity Customer Experience 251

Real Blue Sky

MAY 31, 2023

Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. This, in turn, helps us identify areas where we can improve the customer experience and tailor it to each individual at each step along the journey. That means better results for your business.

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Journey mapping Airlines Customer Experience Customer centricity 96

ShepHyken

OCTOBER 17, 2016

Step one: Do a journey map and look for those opportunities along the customer’s journey to eliminate friction or possible problems. I’m surprised at how many companies haven’t gone through the exercise of creating a formal journey map.) My Comment: Great article about ramping up your customer experience.

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Customer Service Journey mapping Customer Experience Feedback 327

ShepHyken

MAY 14, 2021

Train your employees right. Owing to COVID-19, employee training has become more important than ever. This is why cross-training, up-skilling, and re-training are taking the center stage. This is why cross-training, up-skilling, and re-training are taking the center stage. Focus on customer journey maps.

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Journey mapping Customer Experience Self service Personalization 243

NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. While they often are used interchangeably, these maps serve distinct purposes, have unique elements, and offer varying insights.

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Journey mapping Customer Experience Interactive Voice Response Contact Center 104

delighted

JANUARY 7, 2021

Creating a customer journey map can help you and your company visualize how customers feel at all brand touchpoints so you can avoid potential issues ahead of time, increase customer retention, and discover key information to make the best decisions for your business. In this post, we will cover: What is a customer journey map?

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Journey mapping Surveys Advertising Feedback 98

Beyond Philosophy

OCTOBER 1, 2020

We know that many organizations have customer journey maps prepared, which is excellent for showing you a process. Moreover, COVID-19 has changed your customers’ journeys. Behavioral Journey Mapping takes this exercise a step further by charting customer behavior throughout the process.

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Journey mapping Consulting Consulting Customer Experience 447

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. 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.

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Customer Experience Customer centricity Journey mapping Consulting 387

ShepHyken

OCTOBER 2, 2017

I’m surprised how many companies don’t create a detailed journey map to dig deep into each (and every) interaction that customers have with you. The Most Important Rule of Journey Mapping by Annette Franz. I mentioned that step two of that process had to do with creating a customer journey map.

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Journey mapping Customer Service Customer centricity Chatbots 211

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. We Feel Losses About Intangible Items, Too. The usual things, as it were.

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Journey mapping Consulting Consulting Marketing 449

ChurnZero

MAY 18, 2021

Before everything else, let’s begin with understanding what customer journey mapping is all about. What is customer journey mapping? Do you know what made Google Maps so popular? A good customer journey map is like Google Maps for your customers. The structure of a customer journey map.

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Journey mapping B2C Customer retention Sales 84

ShepHyken

JUNE 7, 2021

Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona. They have to overcome a reputation and work hard to train the government employees. Go to The Customer Focus™ to learn more about our customer service training programs. Follow on Twitter: @Hyken.

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Customer Service Customer centricity B2B Upselling 353

Beyond Philosophy

JULY 2, 2020

Redesign your Journey Maps. What nudges to customer journeys do you have that reflect the new normal and the new emotions people have during it. Train employees in managing emotional experiences. What are those new strategic objectives that you should be considering or pulling forward from plans? ” Dallasnews.com.

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Customer Experience Airlines Journey mapping Consulting 488

Beyond Philosophy

JULY 13, 2021

It’s like Disney trained them all and is paying them but through a different company. Find out where you can extend your experience by using journey mapping : Journey Mapping can be insightful if you include the entire customer journey and resist limiting it to your customer process.

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outsourcing Customer Experience Journey mapping Call Center 418

Beyond Philosophy

MARCH 13, 2021

Train your people on how to evoke these emotions. However, with a little training, many people can learn how to do it well. 15:52 Colin shares thoughts about why traditional Journey Mapping falls short for many organizations. It is critical that you teach people how to carry out these actions appropriately.

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Journey mapping Customer emotions Consulting Consulting 282

ShepHyken

JANUARY 18, 2021

For example, I believe you should obsess about customer journey maps, but they have to be done right. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. I love lists and with this many ideas and tips, and this list has something for everyone. Follow on Twitter: @Hyken.

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Customer Service B2B Journey mapping Chatbots 337

ShepHyken

MARCH 1, 2021

Foundational Steps for Customer Journey Mapping Initiatives by Dom Nicastro. CMSWire) Organizations approach customer journey mapping in many ways. We’ll explore some of the foundational elements, the initial steps in crafting a customer journey mapping program. Follow on Twitter: @Hyken.

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Journey mapping Customer Service Customer centricity Self service 220

Beyond Philosophy

JANUARY 11, 2017

In our customer experience consultancy, we’d use tools like customer mirrors and behavioral journey mapping to understand what customers are thinking and feeling and design a better experience. But I don’t expect big changes from the major rental car companies anytime soon. As Mr. Tell me what you think in the comments section below.

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Journey mapping Consulting Consulting Customer Experience 305

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

Customer Service Life

MAY 6, 2019

We’ve rolled the guide out to the team by weaving it into new hire and recursive training and using quality assurance to make sure it’s used consistently on every customer interaction. While I believe journey mapping proved to be a fruitful exercise, there were some opportunities for improvement. What worked.

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Journey mapping Contact Center Coaching Education 83

Beyond Philosophy

APRIL 5, 2017

These are issues we help discover and resolve in our Behavior Journey Mapping services. Learn more about dealing with customers and improving your Customer Experience with our CX Essentials certified training course. We examine what the customer is feeling coming into and during their experience.

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Journey mapping Accountability Banking Consulting 334

Infinity

AUGUST 10, 2021

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. Best of all, customer journey mapping can provide a deeper understanding of your customers.

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Journey mapping Analytics Consulting Consulting 81

Beyond Philosophy

FEBRUARY 3, 2022

Journey mapping can be a tricky thing for organizations. Organizations often think that doing a journey map of their experience will be the answer to life, the universe, and everything. . If we think about why we do journey mapping, one of the big reasons is to alleviate blind spots within the team.

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Journey mapping Customer centricity Consulting Consulting 195

Beyond Philosophy

JULY 25, 2016

Subconscious factors like smell are important considerations when we conduct customer mirrors and behavioral journey mapping. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Yoga Pants Can Realign Customer Experience.

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