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Journey Mapping From Coast To Coast

August 8, 2018 by Kerry Bodine

Journey Mapping From Coast To Coast

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...)

To Unlock Customer Insights, Speak No Evil

June 14, 2018 by Amelia Sizemore

To Unlock Customer Insights, Speak No Evil

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...)

Jobs-To-Be-Done: A Lens To Keep Journeys Customer-Focused

June 7, 2018 by Amelia Sizemore

Jobs-To-Be-Done: A Lens To Keep Journeys Customer-Focused

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...)

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Customer Support Is Not Just A Safety Net

May 2, 2018 by Kerry Bodine

Customer Support Is Not Just A Safety Net

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...)

To Avoid Workshop Rabbit Holes: Acknowledge, Capture, Pivot

April 24, 2018 by Amelia Sizemore

To Avoid Workshop Rabbit Holes: Acknowledge, Capture, Pivot

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...)

How To Keep Your Customer Workshops On Track

April 18, 2018 by Amelia Sizemore

How To Keep Your Customer Workshops On Track

A face-to-face workshop with your employees and your customers can be an organization-changing experience. But getting in a room with customers isn’t all roses. Leaders who are new to the customer workshop approach are usually apprehensive about three things: “No one will want to come!” This is by far the most common—but unfounded—fear. Customer recruiting (Read More...)

5 Steps To Mapping The Customer Journey

March 17, 2018 by Kerry Bodine

5 Steps To Mapping The Customer Journey

Wondering how to map the experiences that your customers currently have with your organization? Follow these five steps. 1. HYPOTHESIZE about the experience you currently deliver A hypothesis journey map is just what it sounds like: your hypothesis of what customers go through as they do business with you. Be careful with this step—it’s necessary, but can (Read More...)

JOIN US! Journey Mapping Bootcamp On May 16 & 17 In Chicago

March 14, 2018 by Kerry Bodine

JOIN US! Journey Mapping Bootcamp On May 16 & 17 In Chicago

One recent attendee called our journey mapping bootcamp “an MBA on steroids.” On May 16 & 17, join us in the heart of Chicago to find out why. Our signature two-day bootcamp is jam packed with content and exercises that will answer these questions: Why are customer journeys (and journey maps) important? What makes journey (Read More...)

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