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? Build deliberate memory points.

Customer Journey Map 187

Customer Journey Map Net Promoter Score Start-ups Retail 187

Heart of the Customer

MAY 17, 2022

I’m often asked for customer journey mapping examples – where are organizations using journey mapping that is truly driving change. Of course, the results vary significantly depending on the selected business problem, journey, and customer selected – three of our five questions.

Customer Journey Map 78

Customer Journey Map Net Promoter Score NPS CX 78

Callminer

APRIL 27, 2020

Customer journey maps come in a variety of formats and you can choose whatever option works best for your requirements.

Customer Journey Map 182

Customer Journey Map 182

Heart of the Customer

DECEMBER 4, 2017

Journey mapping isn’t easy. That’s why almost 2/3 of journey maps fail to drive change. A failed journey mapping project is a huge waste – not just because of the dollars and energy that went into it, but also because one failed journey mapping project makes it less likely that your company will try again.

Customer Journey Map 159

Customer Journey Map Customer Experience 159

Heart of the Customer

FEBRUARY 18, 2021

Once you find out what a living journey map can do, you won’t have any trouble understanding why it’s so important to the success of your CX initiatives. Unlike a static journey map, a living journey map doesn’t remain fixed in particular point in time. The post What Is a Living Journey Map?

CX 107

CX Voice of the Customer Customer Journey Map Customer Experience 107

Zendesk

APRIL 18, 2023

Customer journey mapping is a simple yet powerful way to gain those insights. A customer journey map frames customer behavior as a story, providing a visual overview of the experiences consumers go through when interacting with a company. What is a customer journey map?

Customer Journey Map 98

Customer Journey Map Social Media Touchpoint Sales 98

Totango

FEBRUARY 23, 2022

Your SaaS customer journey map lays out optimized outcomes that lead to customer renewals, upsells, and referrals. First, we’ll define what a SaaS customer journey is, break it down into stages, and explain why mapping it out is important. What Is a SaaS Customer Journey?

Customer Journey Map 110

Customer Journey Map Touchpoint Start-ups Social Media 110

Heart of the Customer

NOVEMBER 21, 2019

Two-thirds of customer journey mapping initiatives fail to drive action, as we revealed in our book How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change. The post Turbocharge Your Journey Map appeared first on Heart of the Customer. That’s not really surprising, is it?

Customer Journey Map 120

Customer Journey Map Customer Experience 120

Heart of the Customer

JUNE 9, 2022

The post Unsung Benefits of B2B Customer Journey Mapping appeared first on Heart of the Customer. Customer expectations have risen in modern commerce, and to meet those high expectations you need to have a deep understanding of your customers’ wants, needs, and goals. Even – especially?

Customer Journey Map 88

Customer Journey Map B2B Customer Expectations 88

Heart of the Customer

APRIL 29, 2022

Customer journey mapping lays a strong foundation for the success of your customer experience initiatives. So having a research-backed customer journey mapping process is critical. Unfortunately, that’s where most journey mapping initiatives go wrong. But only if it’s done right.

Customer Journey Map 78

Customer Journey Map Customer Experience CX 78

Heart of the Customer

MAY 4, 2020

When doing customer journey mapping, it’s critical to start by identifying a business problem – one that you can solve through learning more about customer needs. The post Six Ways Journey Mapping Can Drive ROI appeared first on Heart of the Customer.

Customer Journey Map 120

Customer Journey Map CX 120

Customer Think

SEPTEMBER 6, 2021

They are a large global (bricks and mortar to digital) retailer who told me that they needed to map their “end-to-end customer journey” They said they wanted a “deep understanding of the emotional experience” and “how they could improve this journey for existing customers and prospects”, […].

Touchpoint 138

Touchpoint Retail Customer Experience 138

CommBox

APRIL 19, 2022

Do you know what your customer’s journey looks like? If not, you need to create a customer journey map. A customer journey map visually represents how customers interact with your brand. . Creating a customer journey map can identify any pain points or areas where customers are struggling. .

Customer Journey Map 105

Customer Journey Map Invoicing Start-ups Touchpoint 105

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. However, the result is a customer process, not a journey map.

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Start-ups Customer Experience 78

Help Scout

AUGUST 22, 2023

A 6-step guide to creating a customer success journey map, plus how to use it to help customers achieve long-term success with your product. Read the full article

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Heart of the Customer

OCTOBER 12, 2017

Last year, Heart of the Customer and the CXPA partnered to discover the state of the art in journey mapping in our first “Journey Mapping Best Practices” survey. Whether you’re a practitioner, vendor or thought leader, we’d love to hear your experience in journey mapping.

Customer Experience 166

Customer Experience 166

Customer Think

SEPTEMBER 17, 2021

Before we dive into customer journey mapping tools, we must keep in mind that, by itself, journey mapping is not a customer experience product or service. A journey map is a visual representation of your end-to-end customer experience.

Customer Journey Map 94

Customer Journey Map Customer Experience Technology Technology 94

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.

Customer Journey Map 78

Customer Journey Map Start-ups Customer Loyalty Management Consulting 78

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. Our version of journey mapping is called Behavioral Journey Mapping.

Net Promoter Score 122

Net Promoter Score Customer Journey Map Start-ups Customer Experience 122

Heart of the Customer

MARCH 21, 2019

What differentiates a mapping program that drives action from one that doesn’t? A major factor is the reason for doing journey mapping in the first place. The post The First Key Journey Mapping Question: What is the Right Journey to Map? We can confidently […].

Customer Journey Map 107

Customer Journey Map B2B CX Customer Experience 107

Kerry Bodine

JULY 25, 2021

Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping. Step 3: Create maps that will generate empathy and drive action. Sessions that fit into your workday.

Customer Journey Map 71

Customer Journey Map 71

Kerry Bodine

OCTOBER 5, 2021

In honor of all current and aspiring CX practitioners, we’re offering a $100 discount on every seat for our upcoming October / November two-part open-enrollment virtual journey mapping bootcamp. Curious about how to make a CX business case for journey mapping? Happy mapping! Just use code CXDAY21 at checkout.

CX 87

CX Customer Experience 87

Kerry Bodine

FEBRUARY 6, 2021

I’m a strong proponent of including a short description of the customer persona on each journey map. Otherwise, how do you know whose journey is being represented?) Ask yourself: Do the customers going through this particular journey fall primarily into one specific generation? Start with your customer demographics.

Agriculture 102

Agriculture Retail Start-ups Customer Journey Map 102

Heart of the Customer

NOVEMBER 12, 2019

Successful customer journey maps drive customer-focused change like improving customer experience, developing a new way to deliver value to customers, or reducing the cost to serve current customers. The post Five Questions To Answer for Customer Journey Mapping Success appeared first on Heart of the Customer.

Customer Journey Map 114

Customer Journey Map Customer Experience 114

Customer Think

MARCH 9, 2023

One way to ensure customer satisfaction is by using customer journey maps. Customer journey maps are a visual representation of the customer’s journey from initial awareness to post-purchase support. For businesses to succeed, they must not only attract customers but also keep them satisfied.

Customer Journey Map 64

Customer Journey Map CX Customer Satisfaction 64

MyCustomer Experience

MAY 24, 2023

Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey. 24th May 2023 By Colin Shaw Founder & CEO

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Kerry Bodine

APRIL 7, 2021

Our two-part virtual bootcamp delivers a practical primer on journey mapping that you can immediately put into action for your organization. Part 1: Introduction to Journey Mapping. Step 3: Create maps that will generate empathy and drive action. Sessions that fit into your workday.

Customer Journey Map 62

Customer Journey Map 62

Beyond Philosophy

JUNE 21, 2019

Customer Journey Mapping Using Behavioral Science. Journey mapping is how organizations look at the customer journey, or the steps a customer would take from the beginning to the end in their experience. Journey Mapping employing this approach is what we call Behavioral Journey Mapping.

Customer Journey Map 100

Customer Journey Map Customer Loyalty CX Customer Experience 100

CX Network

JANUARY 27, 2023

CX Network explores the experience design technique of customer journey mapping and how it can be mastered to provide meaningful value for customers

Customer Journey Map 52

Customer Journey Map CX 52

Heart of the Customer

APRIL 25, 2019

We’re celebrating Mapping Month in a big way, and I hope you can join us. We’ll have events both in-person and online, to share the journey mapping best practices outlined in our book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change.

Customer Journey Map 84

Customer Journey Map CX Customer Experience 84

Doing CX Right

OCTOBER 14, 2022

Kerry Bodine, co-author of Outside In and a globally recognized customer experience expert explains how to put the customer first and gain financial benefits by doing human-centered design and journey mapping the right way. This episode will help you make a noticeable business impact. Details at: DoingCXRight.com/podcast.

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CX Customer Experience 69

Lumoa

DECEMBER 3, 2019

The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience. Feed generated with FetchRSS )

Customer Journey Map 120

Customer Journey Map Customer Experience 120

Kerry Bodine

JULY 30, 2017

Journey maps have become one of the most popular tools for understanding and improving customer experiences. Case in point: more than 1,000 people have downloaded our free journey mapping template since the beginning of this year.) But why are journey maps so popular? Why journeys?

Touchpoint 97

Touchpoint Start-ups Customer Experience CX 97

Heart of the Customer

MAY 31, 2019

I was recently in a call, and an executive new to her company’s journey mapping initiative asked, “Exactly what does this $150k I’m spending on a journey map buy us?” CCW put together this nice overview of the ways journey mapping helps […]. The post What Does Journey Mapping Do for You?

CX 95

CX Customer Experience 95

Win the Customer

APRIL 18, 2023

Like any strategic initiative, customer journey mapping is not without its challenges. In the ever-evolving landscape of customer-centric business models, the importance of mapping out the customer experience journey cannot be overstated. One of the most insidious threats is the phenomenon known as groupthink.

Customer Experience 52

Customer Experience Customer Journey Map Construction Innovation 52