Happy Customers Lead To Happy Shareholders
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 out to talk with any (Read More...)
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 and templates that Bodine & (Read More...)
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 have time to answer them (Read More...)
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 a strong foundation in the (Read More...)
In our journey mapping bootcamps, we’re often asked whether there’s anything that organizations need to think about or do differently when creating business-to-business (B2B) journey maps. While the overall process for creating these maps is the same, there are two key differences. Difference #1: B2B personas align with job functions. Every journey map needs to (Read More...)
It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. (And just in case you’re wondering, that’s exactly what we’re doing here at Kerry Bodine & Co.) As part of that effort, I recently took a look back at our (Read More...)
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...)
This morning I delivered a webinar called The Business Case for Service Design, part of Rosenfeld Media’s day-long virtual conference on The Business Case for Design. (Even though the live event has ended you can still sign up for the conference and watch the recordings.) I started out by sharing a Venn diagram with my (Read More...)
When I bumped into a former colleague at a recent conference, he was eager to chat about a journey mapping initiative his organization (a major financial services provider) was kicking off. But I got a blank look when I asked what journeys his team planned to focus on. “We were going to do the whole (Read More...)
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...)
