Happy Customers Lead To Happy Shareholders
![2018 Journey Mapping Workshops](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>)
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...)
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...)
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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I have abysmal travel luck. I routinely end up on a flight that’s delayed because of a malfunctioning toilet or that has to make an emergency landing because of an overheating engine. I’m a magnet for flat tires, stranded ferry boats, minor medical emergencies, and tragic travel miscommunications. I might be an omen of travel (Read More...)
Journey maps have become one of the most popular tools for understanding and improving customer experiences. (Case in point: more than 1,000 people have downloaded our free journey mapping template since the beginning of this year.) But why are journey maps so popular? And why should you invest in developing them? Let’s start with the (Read More...)
Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. The five customers in my group were in the midst of a warm-up activity we often use to precede journey mapping proper—brainstorming and prioritizing the ways in which they interact with an organization, in (Read More...)
Whenever we conduct one of our open enrollment journey mapping workshops, we start by asking attendees to list three words that describe their current feelings toward journey mapping. As you can see above, the top two responses are curious and excited. But overwhelmed is a close third. Take a look at the smaller text, and (Read More...)
If you want to truly understand your customers’ needs, expectations, and ideas for improving their experiences, you’ll need to actually talk to them. A great tool for uncovering rich customer insights is a workshop where you can bring real customers into the room and watch them open up about their current journey or their ideal (Read More...)
We’ve got a great lineup of workshops in San Francisco this coming August. And you’ve got a great reason to register this week: early bird pricing! Save $100 on our two-day workshop and $50 on our one-day workshops when you register by this Friday, June 30. Customer Journey Mapping — August 16 & 17 Whether you’re (Read More...)
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