The 9 Stages Of The Archetypal Customer Journey
No two customer journeys look the same. No two customers will ever interact with you in exactly the same way at exactly the same time—nor will they share exactly the same perceptions, thoughts, emotions, and memories about those interactions. And yet, to create customer journey maps, we need to assume some degree of similarity amongst […]
Journey Mapping Q&A: Anatomy Of A Customer Journey Map
A few weeks ago, I presented a webinar called “10 Ways To Use Customer Journey Maps” as a part of Qualtrics’ CX Week. (You can download the slides here. Or watch the webinar—just register for free at CXWeek.com and look for my webinar on the Wednesday agenda.) During the webinar, I received a ton of […]
10 Ways To Use Customer Journey Maps
Many companies embark on customer journey mapping projects without having a clear idea of how they’ll actually use the outputs. At the end such efforts, the CX team has checked “journey mapping” off its to-do list, but is left wondering what to do next… So before you wander aimlessly into customer journey land, first determine […]
Do You Think About the End of Your Customer Relationships?
Today’s marketers and customer experience professionals put a tremendous amount of focus on the beginning of the customer relationship. They focus on optimizing the steps that lead up to that all-important point of purchase, and then try to create smooth onboarding experiences. This is essential work. Companies need to make it easy for customers to […]
The 4 Types of Customer Journey Maps
Journey maps are one of the best tools I’ve seen for helping companies understand their end-to-end customer experience from the customer perspective. But I’ve found that many prospective journey mappers embark on this activity without articulating what they want to get out of it — and without fully grasping that there are several variations of […]
Onboarding: Start Your Customer Experience Off Right
Companies that want to improve their customer experience often struggle with where to start. The answer, often, is at the beginning. I don’t mean to be flip. I’m talking about the beginning of the customer lifecycle, that critical time when companies work to convert prospects to fully integrated and profitable customers. Onboarding shapes your customers’ […]
