Happy Customers Lead To Happy Shareholders
Last week I published the first in a series of four posts on how to scale service design, based on my closing remarks at this year’s Service Design Global Conference in Madrid. The focus of that first post was technology. In today’s post, the second in the series, I’ll talk about ubiquity. “Ubiquity” can mean a lot (Read More...)
![How To Map All The Variations In Your Customers’ Journeys](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>)
I got a great question this morning from some colleagues who attended of one of our recent journey mapping workshops together: “Our marketing team would like to map the prospect journey from awareness up to purchase, but there are so many entry points and no linear process. Prospects could see an ad, then read one of (Read More...)
We hope you’ll join us in one of these fun locations next year for our signature two-day customer journey mapping workshop: February 27 & 28 in San Francisco May 16 & 17 in Chicago September 12 & 13 in Boston Register early and save! With our Early Bird discount, you’ll save $100 on our regular (Read More...)
We’ve been getting multiple requests over the past few weeks about our 2018 journey mapping workshop schedule. So without further ado… We hope you’ll join us in one of these fun locations next year for our signature two-day workshop! February 27 & 28 in San Francisco May 16 & 17 in Chicago September 12 & (Read More...)
Several weeks ago, I had the honor of delivering the closing remarks at this year’s Service Design Global Conference in Madrid. The theme of the conference this year was “Service Design at Scale”—and over the course of the three days in Madrid, I was inspired by the conference presentations, projects from the Service Design Award (Read More...)
Yesterday I co-hosted a journey mapping webinar with our partner J.D.Power. We got a ton of great questions from the attendees, but didn’t have time to answer them all on the call. But good news: I’ve answered them all here! You’ll find them grouped them into four categories: general questions, how to get started, types (Read More...)
If you haven’t noticed, the field of service design has been picking up steam over the past several years—largely in part, in my opinion, to its natural alignment with helping organizations create better customer experiences. The latest evidence that the discipline is on a roll is that right now you can attend not one, not (Read More...)
A friend of mine recently had a business trip to the Bay Area and booked his room at the Courtyard by Marriott in downtown Oakland. The morning before his stay, he received an email from Marriott, encouraging him to “Use Mobile Check-In to access Elite benefits.” He read through the email and saw that one (Read More...)
Want to learn more about journey mapping? We have two opportunities this coming November for you to join us for a hands-on workshop in downtown Chicago. If you’re got 2 hours… Join us at CMSWire’s DX summit on November 13. In our two-hour mini workshop, we’ll go over the essential features of journey maps and (Read More...)
Happy Customer Experience Day! I hope you and your colleagues 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 next customer journey mapping workshop, November 15 & 16 in Chicago. Combined with our early bird registration, you’ll save $150 in (Read More...)
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