Happy Customers Lead To Happy Shareholders
![2017: The Year Of The Journey](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>)
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 (Read More...)
![We’ve Launched! (A New Website)](data:image/svg+xml;utf8,<svg xmlns="http://www.w3.org/2000/svg" width="1024" height="512"><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>)
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 (Read More...)
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 (Read More...)
This journey map for the Exploratorium, a science museum in San Francisco, is one of my favorites. That’s because the folks at the former design agency Adaptive Path (which was acquired by Capital One back in 2014) did a great job of highlighting two key things: 1) The entirety of the customer experience. It would be (Read More...)
Of the four types of customer journey maps, the current-state map is the most ubiquitous. That’s not surprising, given how many organizations are trying to understand their customers’ current pain points and improve the customer experience. Wondering how you can get started mapping your own organization’s current-state journey map? Follow these 10 steps: 1. Identify (Read More...)
Happy Customer Experience Day! I hope you and your organization 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 upcoming customer journey mapping workshop, November 2 & 3 in San Francisco. Combined with our early bird registration, you’ll save $150 in (Read More...)
Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! I’m thrilled to announce our next open enrollment workshop: November 2, 9:00 – 5:00 & networking cocktails November 3, 9:00 – 4:30 Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the (Read More...)
Journey maps help you take a more holistic view of what your customers experience as they do business with your organization. But just how holistic is that view, anyway? I recently got the following questions from a client, I’ll call him Joe, who was concerned that his company’s journey mapping efforts might still be too (Read More...)
I love bringing our clients’ customers into journey mapping workshops. There’s nothing quite like hearing about customers’ enjoyable, confusing, and downright frustrating experiences while talking with them face to face. But at the outset of our journey mapping projects, many of our clients worry that they won’t be able to convince any customers to join (Read More...)
Join us for a hands-on customer journey mapping workshop in historic Philadelphia! I’m thrilled to announce our next open enrollment workshop: March 23, 9:00 – 5:00 & networking dinner March 24, 9:00 – 4:30 Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop (Read More...)
![Share on Facebook](data:image/svg+xml;utf8,<svg xmlns="http://www.w3.org/2000/svg" width="64" height="64"><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> "Facebook")