Kerry Bodine, Author at Bodine & Co.

Virtual Journey Mapping Bootcamp: May 20 & 21

Apr. 19, 2020 by Kerry Bodine

We’re in the midst of the most momentous and rapid change to human behavior that many of us will ever see. Even as countries around the world look to ease restrictions on citizens’ movement, this transformation will have a lasting impact on both our personal and professional lives for months and years to come. That (Read More...)

Your One-Stop Guide To Customers’ Behavior During The Coronavirus Pandemic

Apr. 9, 2020 by Kerry Bodine

No big shocker here: We’re all buying more groceries and toilet paper, shifting more purchases from in-store to online, and binge watching Tiger King. But how is our collective shelter-in-place behavior affecting a broader swath of industries? And how can businesses both large and small best engage their customers during this time? With data starting (Read More...)

4 Lessons From Amazon’s Bungled TV + Shopping Integration

Mar. 29, 2020 by Kerry Bodine

Note #1 — I’m posting this now because: It’s timely to the launch of Amazon’s new show Making the Cut, which premiered on March 27, 2020. It will be, I hope, a helpful reference for people designing integrated TV + shopping experiences in the future. It gave my brain something to focus on other than (Read More...)

5 Ways To Rethink Customer Experience In The Face Of The Coronavirus

Mar. 18, 2020 by Kerry Bodine

Hoo boy. It’s crazy out there. But you — yes, YOU — have an amazing opportunity to support both your fellow humans and the organization you work for. You have an opportunity to make changes to your offerings and your customer experience today that will: Support your customers’ wildly changing needs and expectations, Drive crucial (Read More...)

Just Say No To Silver Platters — And Yes To Co-Creation

Jan. 16, 2020 by Kerry Bodine

I worked at an advertising agency for just over a year. (A year and a day to be exact.) Here’s how our typically engagement worked: The client would provide a brief. We’d quickly get to work on it, far out of sight from the peering eyes of our client. And when we were ready, we’d (Read More...)

Why Journey Mapping Is A Team Sport — And How To Get Your Team Involved

Jan. 10, 2020 by Kerry Bodine

I was talking recently with the head of marketing at large consumer products company. Several years ago, a major digital agency she was working with presented her team with customer journey maps. The agency had put the maps together — based solely on their own desk research, not by actually going out to talk with any (Read More...)

Webinar: 3 Proven Ways To Master The Customer Journey

Jan. 9, 2020 by Kerry Bodine

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. As a result, it is imperative to master the customer journey in order to gain insight into your customer’s pain points along each and every (Read More...)

Join Me At The 17th International Retail Congress in Peru

Jan. 2, 2020 by Kerry Bodine

This event has been rescheduled for September 17 & 18. Hope to see you there! *** What are you doing on March 17 & 18? If you’re going to find yourself in the neighborhood of Lima, Peru, please join me at the 17th International Retail Congress. Retail 2020 is aimed at entrepreneurs, managers, general managers, (Read More...)

Introducing The Journey Mapping Master Toolkit

Dec. 9, 2019 by Kerry Bodine

I’m thrilled to announce the launch of our Journey Mapping Master Toolkit — the industry’s only solution to combine the expert guidance and ready-to-use tools that you need to create effective maps. I’ve downloaded nearly every detail that’s in my head related to how to run a journey mapping project, including the exact tools and templates that Bodine & (Read More...)

Q&A From My Webinar: The Path To Journey Management

June 5, 2019 by Kerry Bodine

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight, a CX management solutions provider. (You can still register to watch the replay.) We got a ton of great questions about the content I presented. So many, in fact, that I didn’t have time to answer them (Read More...)