Happy Customers Lead To Happy Shareholders
![The 2017 Customer Experience Outlook](data:image/svg+xml;utf8,<svg xmlns="http://www.w3.org/2000/svg" width="1024" height="512"><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>)
I’m thrilled to announce the publication of our latest FREE eBook: The 2017 Customer Experience Outlook. My friends at Doberman and I recently reached out to our favorite customer experience authors, designers, and industry leaders shares to see what they’ve been thinking about at the beginning of 2017. And largely, it was our need to connect (Read More...)
At Kerry Bodine & Co., we’re ushering in 2017 with a bang! I’m thrilled to announce the following updates: Website! If you’re reading this post, you’re on our new website. 🙂 Our site now features the “& Co.” part of our organization (yay, Amelia!), actually describes our consulting services (imagine that), and provides access to (Read More...)
I’m thrilled to announce our 2017 lineup of open enrollment workshops. Customer journey mapping workshops February 21 & 22 in San Diego May 9 & 10 in Chicago August 16 & 17 in San Francisco September 26 & 27 in Boston November 15 & 16 in Chicago Whether you’re just getting started with customer journey (Read More...)
This journey map for the Exploratorium, a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. It would be (Read More...)
Of the four types of customer journey maps, the current-state map is the most ubiquitous. That’s not surprising, given how many organizations are trying to understand their customers’ current pain points and improve the customer experience. Wondering how you can get started mapping your own organization’s current-state journey map? Follow these 10 steps: 1. Identify (Read More...)
In a recent post, I talked about the trade-offs between quantitative and qualitative research. Here’s a quick summary: Neither is better than the other. Rather, they each have their relative strengths and weaknesses. But in order to get the most out of each research method, you need to properly sequence quantitative and qualitative research activities (Read More...)
For decades, designers have lamented that the business world didn’t understand or respect design. We howled didn’t have “a seat at the table.” We wondered when—or if—the tide would turn. We needn’t wonder any longer. Business-focused media outlets like Business Week, Forbes, Harvard Business Review, and even The Wall Street Journal regularly publish articles about (Read More...)
Happy Customer Experience Day! I hope you and your organization are joining one of the many CX Day celebrations around the world. To celebrate today’s global focus on customers, we’re offering a $50 discount on our upcoming customer journey mapping workshop, November 2 & 3 in San Francisco. Combined with our early bird registration, you’ll save $150 in (Read More...)
A hammer is the perfect tool for pounding nails into a 2×4, but would be terrible at cutting it in half. A basic handsaw would easily take care of that single cut, but probably wouldn’t be your saw of choice if you had to cut a pile of 1000 boards. Just as no tool in (Read More...)
Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! I’m thrilled to announce our next open enrollment workshop: November 2, 9:00 – 5:00 & networking cocktails November 3, 9:00 – 4:30 Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the (Read More...)
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