customer journey map

Your Customer Journey Map is Probably Not Enough {Infographic}

For my father’s generation (and to a considerable extent, my generation as well) businesses set rigid processes and customers endured them. In my small town, we had only one new car dealer, so if you wanted a new truck, you went through an absurd sales process that involved hours of price haggling. Enter the age…

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Your Customer Journey Map is Probably Not Enough

Once upon a time, many business leaders built their companies almost exclusively to achieve operational excellence – even if that meant customers were inconvenienced. For my father’s generation (and to a considerable extent, my generation as well) businesses set rigid processes and customers endured them. In my small town, we had only one new car…

View Post about Your Customer Journey Map is Probably Not Enough

Validate, Educate, and Activate the Customer Journey Map {Infographic}

Assuming you have developed a customer journey map based on a core segment persona, you are likely expecting that this design tool will help you improve the experience you deliver to this customer group. To maximize the effectiveness of a persona-based journey map, you must do three things well –  validate, educate, and activate. SaveSave

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From Customer Journey Map to an Optimal Customer Journey Road Map

In last week’s blog, I talked about how customer journey mapping has gained widespread acceptance and how to get maximum value out of efforts to depict perceptions of customers across interactions with your brand. I also noted four elements necessary to effectively guide your customer experience design efforts and suggested that the following four considerations…

View Post about From Customer Journey Map to an Optimal Customer Journey Road Map

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article