Hypothesis Journey Maps: Necessary AND Dangerous
I recently received this question from a reader in the UK: Which is more effective, creating journey maps based on actual customer stories or creating journey maps based on stories created (imagined) by employees? That’s a great question. But it’s actually not a matter of which one is more effective. In fact, both types of […]
The Way To Customers’ Hearts (And Insights) Is Through Their Stomachs
Workshopping is hungry work. Our workshop participants are often on their feet, illustrating the details of a recent experience or prototyping an ideal customer journey. While a platter of cookies might suffice for a sedate focus group, it just won’t cut the mustard for a full-day workshop. Food and beverage details might feel deep in […]
How To Choose A Persona For Your Journey Map
In a recent post, I tackled the common question of which journey(s) an organization should map. But equally important is the question of which persona should be associated with that map. Before I go any further, let me make this point clear: EVERY JOURNEY MAP NEEDS AN ASSOCIATED PERSONA. Why is this? Quite simply, different […]
Journey Mapping Q&A: Customer Recruiting
We learn something new every time we facilitate a workshop with customers. Often our new learning is about the challenges of customer recruiting—and ways to overcome them. For example, to ensure that customers at a recent workshop showed up on time, we told participants that everybody who arrived 15 minutes early would have their name […]
How To Map Long, Amorphous Journeys
In my last post, I mentioned that some of my early journey mapping clients were investment firms that wanted to map journeys like “saving for retirement” or “building financial wealth.” These journeys were of obvious importance to my clients: By understanding customers’ mindsets and needs along the way, they could help them save more and […]
Which Customer Journeys Should You Map?
Where should you start your journey mapping efforts? If you don’t know the answer, you’re not alone. Many aspiring journey mappers feel overwhelmed because they believe that they need to map every single interaction that their customers could possibly have with their organization—a daunting task, indeed! I can’t say you should never map the full […]
New Customer Experience Workshops Announced!
I’m excited to announce two additions to our 2017 workshop lineup! NEW! Brand Experience Please contact us to schedule your private workshop. We’ve taken the best of our Designing Brand Experiences consulting offering and compressed it into a one-day workshop. In this interactive workshop, we’ll help you examine your organization’s brand from the outside in […]
2017: The Year Of The Journey
Over the last decade, journey maps have transformed from obscure design artifacts to common customer experience tools. And they’re not just for CX professionals anymore. When I recently met with a group of three dozen cross- industry customer service, operations, and technology professionals, most of their eyes lit up when I mentioned journey maps—and several […]
We’ve Launched! (A New Website)
At Kerry Bodine & Co., we’re ushering in 2017 with a bang! I’m thrilled to announce the following updates: Website! If you’re reading this post, you’re on our new website. 🙂 Our site now features the “& Co.” part of our organization (yay, Amelia!), actually describes our consulting services (imagine that), and provides access to […]
Our 2017 Journey Mapping Workshop Schedule
I’m thrilled to announce our 2017 lineup of open enrollment workshops. Customer journey mapping workshops February 21 & 22 in San Diego May 9 & 10 in Chicago August 16 & 17 in San Francisco September 26 & 27 in Boston November 15 & 16 in Chicago Whether you’re just getting started with customer journey […]
