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Journey Mapping From Coast To Coast

August 8, 2018 by Kerry Bodine

Journey Mapping From Coast To Coast

Summer’s still in full swing. But our final two journey mapping bootcamps of 2018 are right around the corner. September 12 – 13 in Boston Our signature journey mapping bootcamp is the perfect starting point for those just getting their feet wet, of for those looking for a methodology refresh. Establish a strong foundation in (Read More...)

To Avoid Workshop Rabbit Holes: Acknowledge, Capture, Pivot

April 24, 2018 by Amelia Sizemore

To Avoid Workshop Rabbit Holes: Acknowledge, Capture, Pivot

Last week I outlined some tactics to prevent customers from derailing a workshop with out-of-scope ideas and feedback. But what if your workshop includes a tricky customer who continues to push the conversation in an unproductive direction?  An ounce of prevention is worth a pound of cure. To ensure you’re recruiting customers who will be (Read More...)

How To Keep Your Customer Workshops On Track

April 18, 2018 by Amelia Sizemore

How To Keep Your Customer Workshops On Track

A face-to-face workshop with your employees and your customers can be an organization-changing experience. But getting in a room with customers isn’t all roses. Leaders who are new to the customer workshop approach are usually apprehensive about three things: “No one will want to come!” This is by far the most common—but unfounded—fear. Customer recruiting (Read More...)

Our Top 10 Customer Experience Posts of 2017

January 28, 2018 by Kerry Bodine

Our Top 10 Customer Experience Posts of 2017

It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. (And just in case you’re wondering, that’s exactly what we’re doing here at Kerry Bodine & Co.) As part of that effort, I recently took a look back at our (Read More...)

To Facilitate Your Best, Prepare For The Worst

September 5, 2017 by Amelia Sizemore

To Facilitate Your Best, Prepare For The Worst

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...)

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How “T-Rex Arms” Help Uncover Rich Customer Insights

July 11, 2017 by Amelia Sizemore

How “T-Rex Arms” Help Uncover Rich Customer Insights

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...)

What Does It Take To Be A Good Workshop Facilitator?

June 30, 2017 by Amelia Sizemore

What Does It Take To Be A Good Workshop Facilitator?

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...)

Asking Customers For Their Ideas? Share What You’ll Do Next

June 20, 2017 by Amelia Sizemore

Asking Customers For Their Ideas? Share What You’ll Do Next

Clients who want to bring customers into a co-creation workshop frequently ask us about the logistics—like the right incentives to get people to participate and which customers should (and shouldn’t) be invited. But often our clients are most worried about over promising the actions they’ll take after customers go home: How do we solicit feedback (Read More...)

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