Happy Customers Lead To Happy Shareholders
Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! I’m thrilled to announce our first open enrollment workshop: November 17, 9:00 – 5:00 & networking dinner November 18, 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 (Read More...)
SXSW voting has now closed. Huge thanks to everyone who voted for our session. *** It’s still seven months away, but I’m already getting excited for SXSW 2016. As you might know, I have a passion for customer journey mapping—and I want to share it in Austin! The team here at Kerry Bodine & Co. (Read More...)
![Journey Mapping Q&A: Required Research For Customer Journey Maps](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>)
For the past few weeks, I’ve posted answers to some of the questions I got during my Qualtrics’ CX Week webinar “10 Ways To Use Customer Journey Maps.” (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.) In Part 1 (Read More...)
Back in May, 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. In this three-part blog series, I’m answering all of the great audience questions from the webinar. Part 1 of this series focused on common journey map components (Read More...)
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 (Read More...)
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 (Read More...)
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 (Read More...)
![Do You Think About the End of Your Customer Relationships?](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>)
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 (Read More...)
![The 4 Types of Customer Journey Maps](data:image/svg+xml;utf8,<svg xmlns="http://www.w3.org/2000/svg" width="1580" height="782"><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>)
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 (Read More...)
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’ (Read More...)
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