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A New Name, A New Logo—And A Lot More To Come!

June 25, 2015 by Kerry Bodine

A New Name, A New Logo—And A Lot More To Come!

We think a lot about brand and how it can be expressed, both visually and experientially. So you can imagine that we’re kind of obsessed about the development of our new brand identity for Kerry Bodine & Co. We’ve had the joy of working with Mel Lim Design to evolve the visual elements of our (Read More...)

Journey Mapping Q&A: Customer Journey Mapping Workshops

June 23, 2015 by Kerry Bodine

Journey Mapping Q&A: Customer Journey Mapping Workshops

Back in May, I presented a webinar called “10 Ways To Use Customer Journey Maps” as a part of Qualtrics’ CX Week. (You can download the slides here. In this three-part blog series, I’m answering all of the great audience questions from the webinar. Part 1 of this series focused on common journey map components (Read More...)

What Does Your Brand Stand For? No, Really.

June 18, 2015 by Kerry Bodine

What Does Your Brand Stand For? No, Really.

Have you seen the website Honest Slogans? Its clever creators juxtapose well-known brand logos against taglines that would make their respective brand managers cringe. My favorites include: Best Buy: Try it out before buying it on Amazon Gillette: We’re just going to keep adding more blades WebMD: Convince yourself that you have a terminal illness (Read More...)

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The 9 Stages Of The Archetypal Customer Journey

June 16, 2015 by Kerry Bodine

The 9 Stages Of The Archetypal Customer Journey

No two customer journeys look the same. No two customers will ever interact with you in exactly the same way at exactly the same time—nor will they share exactly the same perceptions, thoughts, emotions, and memories about those interactions. And yet, to create customer journey maps, we need to assume some degree of similarity amongst (Read More...)

Journey Mapping Q&A: Anatomy Of A Customer Journey Map

June 10, 2015 by Kerry Bodine

Journey Mapping Q&A: Anatomy Of A Customer Journey Map

A few weeks ago, I presented a webinar called “10 Ways To Use Customer Journey Maps” as a part of Qualtrics’ CX Week. (You can download the slides here. Or watch the webinar—just register for free at CXWeek.com and look for my webinar on the Wednesday agenda.) During the webinar, I received a ton of (Read More...)

6 Consumer Trends To Fuel Your Future Customer Experience

June 4, 2015 by Kerry Bodine

6 Consumer Trends To Fuel Your Future Customer Experience

I’m at the at the Total CX Leaders conference and just attended an excellent seminar from Max Luthy, Director of Trends & Insights at Trendwatching.com. It was so on point for companies looking to innovate the customer experience that I feel compelled to share. Max presented six trends that can help you frame your CX (Read More...)

10 Ways To Use Customer Journey Maps

June 2, 2015 by Kerry Bodine

10 Ways To Use Customer Journey Maps

Many companies embark on customer journey mapping projects without having a clear idea of how they’ll actually use the outputs. At the end such efforts, the CX team has checked “journey mapping” off its to-do list, but is left wondering what to do next… So before you wander aimlessly into customer journey land, first determine (Read More...)

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