Happy Customers Lead To Happy Shareholders
We’ve spruced things up a bit around here — and the changes include much more than just a fresh coat of paint. Here’s an overview of the new features you’ll find on our site: The State of Journey Managers, 2018: Our latest report is the industry’s first comprehensive research study into the emerging role of (Read More...)
Summer’s still in full swing. But our final two journey mapping bootcamps of 2018 are right around the corner. September 12 – 13 in Boston Our signature journey mapping bootcamp is the perfect starting point for those just getting their feet wet, of for those looking for a methodology refresh. Establish a strong foundation in (Read More...)
This morning I delivered a webinar called The Business Case for Service Design, part of Rosenfeld Media’s day-long virtual conference on The Business Case for Design. (Even though the live event has ended you can still sign up for the conference and watch the recordings.) I started out by sharing a Venn diagram with my (Read More...)
Imagine you’re in the midst of a journey mapping workshop and your customers are bombarding you—in a good way—with insights about their needs and expectations. Somewhere along the way, a participant recounts a particularly bad experience, and you feel compelled to explain the behind-the-scenes factors that derailed her experience. “Well, that’s because of a regulation (Read More...)
I’m often asked about customer experience conferences: What’s out there? Where am I speaking? Which conferences would I recommend? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. (Read More...)
We’re often asked how the framework of customer jobs-to-be-done fits with the methodology of customer journey mapping. Here’s my perspective on how jobs theory can complement your mapping efforts. The term “jobs-to-be-done” first surfaced in 2003, coined by Clayton Christensen in The Innovator’s Solution, but its philosophy shares underpinnings with older models like goal-directed and (Read More...)
Last week, my colleague Amelia and I joined nearly 400 other customer experience professionals at the annual CXPA Insight Exchange in New Orleans. It was an energizing (and, to be completely honest, exhausting) two days—but the work didn’t end for Amelia when the conference was over. The following day, she took the CXPA’s exam to (Read More...)
Time flies… I realized the other day that Outside In was published nearly 6 years ago. And while a lot has changed in the world and in the sphere of customer experience during that time, I firmly believe that the analysis and advice in the book are just as relevant in 2018 as they were (Read More...)
Last week I outlined some tactics to prevent customers from derailing a workshop with out-of-scope ideas and feedback. But what if your workshop includes a tricky customer who continues to push the conversation in an unproductive direction? An ounce of prevention is worth a pound of cure. To ensure you’re recruiting customers who will be (Read More...)
Happy Earth Day! I feel fortunate to have a short daily commute. It greatly reduces not only my stress, but also my daily contributions to the Earth’s greenhouse gasses. However, when I’m not walking to my office, I’m flying around the US—or to some other country around the globe—to meet with a client, deliver a (Read More...)