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Ideas, news & analysis
Just Say No To Silver Platters — And Yes To Co-Creation
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... (Read More...)
Why Journey Mapping Is A Team Sport — And How To Get Your Team Involved
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... (Read More...)
Webinar: 3 Proven Ways To Master The Customer Journey
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... (Read More...)
Join Me At The 17th International Retail Congress in Peru
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... (Read More...)
Introducing The Journey Mapping Master Toolkit
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... (Read More...)
Q&A From My Webinar: The Path To Journey Management
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... (Read More...)
NPS and Journey Analytics: 2 Key Elements Of Your Customer Insights Program
If you read my last post, you’ll know that I credit the launch of Net Promoter Score® as one of three pivotal events that paved the way for the customer experience discipline. Its brilliance is in its simplicity: Everyone from customers to top executives understand that willingness to recommend connects... (Read More...)
3 Events Paved The Path For The Customer Experience Discipline
I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. The short answer to the why question is that CX drives financial success. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did... (Read More...)
Attention Marketers: Your Campaign Workflow Is NOT A Customer Journey
The concept of the “journey” has permeated organizations over the past several years. While this might seem like good news to someone like me who champions the journey framework, I’ve noticed a disturbing trend — and it reminds me of one of my favorite movies. In The Princess Bride, the... (Read More...)
Journey Mapping & Facilitation Bootcamp: May 8-9 in Chicago
It’s the first day of spring, and we’re looking forward to enjoying a few days in our favorite Chicago season when we travel there for our Journey Mapping and Facilitation bootcamp on May 8 and 9. Day 1 mirrors that of our signature journey mapping bootcamp to help you build... (Read More...)
