Every year I look back to see what blog content our readers have been most drawn to over the past year. It’s always interesting to see which new posts catch people’s attention (like #9 and #5 on the list) and which older posts (like #8 and #2) remain as enduring resources for those in the customer experience field.
I hope you enjoy this year’s round up.
#10: The Trade-offs Between Quant & Qual Customer Research »» Learn how to apply both types of methods to get a more complete picture of your customer experience.
#9: One Thing All B2B Companies Can Do To Improve The Customer Experience »» Personal relationships are key to #B2B CX. Learn how to proactively address inevitable staffing changes.
#8: The 9 Stages Of The Archetypal Customer Journey »» While no two customer journeys are identical, every single customer interaction fits into one of nine stages, which collectively make up the Archetypal Customer Journey. Learn more here.
#7: Jobs-To-Be-Done: A Lens To Keep Journeys Customer-Focused »» Understanding your customers’ ends — what they’re trying to do and the job they are completing — allows you to design and deliver the right journey to get them there.
#6: Why You Need To Measure Journeys — Not Just Touchpoints »» As organizations mature, the journey framework becomes integral to how business priorities are defined, measured, and funded.
#5: Bias Check — Do Your Personas & Journey Maps Reflect Customer Diversity? »» To answer that, start with your research data to define what you do and don’t know about your customers. Here are a few specific recommendations to get started.
#4: Do Customer Journeys Drive Your Content Strategy? »» Many organizations use journey maps to improve customer pain points, though they’re also powerful tools for defining content strategies — what you say, where, and how.
#3: How To Use Our Free Journey Mapping Template »» Learn how to maximize our FREE journey mapping template based on two key business considerations: What story you’re trying to tell and who your audience is.
#2: The 4 Types of Customer Journey Maps »» There are four major types of journey maps. While they look similar on the surface, each has a different focus and business purpose. Which are you using?
#1: FREE Journey Mapping Template »» We launched the first version of our journey mapping template back in 2017, and the current version is still the most popular free resource on our site. Why? The journey framework remains key to reaching your business objectives.