Happy Customers Lead To Happy Shareholders
![Two More Opportunities to Journey Map In Your Pajamas!](data:image/svg+xml;utf8,<svg xmlns="http://www.w3.org/2000/svg" width="1200" height="600"><rect width="100%" height="100%"><animate attributeName="fill" values="rgba(153,153,153,0.5);rgba(153,153,153,0.1);rgba(153,153,153,0.5)" dur="2s" repeatCount="indefinite" /></rect></svg>)
In-person training won’t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains as important as ever. To help you drive critical customer-centric decision-making in your organization, I’m hosting two more Virtual Journey Mapping Bootcamps in 2020: October 7 & 8 December 8 & 9 Day 1 will (Read More...)
On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. 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 all on the webinar itself. I’ve organized the questions according to the Journey Management framework that I presented (Read More...)
Join me on Wednesday, August 12 at 1:00pm ET for a webinar with the Toronto Customer Experience Professionals Association. It’s FREE for CXPA members and CAD$65 for everyone else. Webinar overview Journey mapping has reached fever pitch in the customer experience world. But an organization’s mapping efforts are only effective if the resulting maps drive (Read More...)
While some in-person customer experience conferences in parts of the world less affected by the pandemic seem to be moving forward for fall 2020, there’s no clear indication of when the global events industry will get back to some kind of new normal. But that doesn’t mean that your need to learn and connect with (Read More...)
This past weekend I tackled a long overdue task: Changing all of my old and not-so-secure passwords. (What can I say… These are exciting times.) Even though change password functionality has been around since the dawn of the Web and is a cornerstone of account security, I was shocked at just how many sites made (Read More...)
In-person training won’t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains. To help you drive critical customer-centric decision-making in your organization, I’m hosting a Virtual Journey Mapping Bootcamp on August 4 & 5, 2020. Day 1 will help you build a solid understanding of the journey (Read More...)
This post is in honor of Service Design Day — and everyone who’s sick, grieving, or just struggling to make sense of the world right now. *** While walking across the Millennium Bridge in London a few years ago, I noticed a group of people standing around and looking down curiously at a man who (Read More...)
We’re in the midst of the most rapid change to human behavior that many of us will ever see. What you knew about your customers back in January just doesn’t apply now — and if you’ve got existing journey maps, they are officially out of date. Prior to the pandemic, my general advice for when (Read More...)
As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and professionally. But if you’re reading this post, you don’t have the luxury of sitting on the sidelines and watching it unfold. To succeed throughout the rest of the pandemic and (Read More...)
A couple of years ago, I read a book that changed the way I thought about my business — and my life: The Big Leap by Gay Hendricks. My main takeaway was Gay’s framework for describing four “zones” that we all function within: The Zone of Incompetence: When you’re in this zone, you’re doing things you’re (Read More...)
![Share on Facebook](data:image/svg+xml;utf8,<svg xmlns="http://www.w3.org/2000/svg" width="64" height="64"><rect width="100%" height="100%"><animate attributeName="fill" values="rgba(153,153,153,0.5);rgba(153,153,153,0.1);rgba(153,153,153,0.5)" dur="2s" repeatCount="indefinite" /></rect></svg> "Facebook")