customer journey

Over-engineering the customers experience

In Customer Experience Management there is a lot to take into account. Everything a company does as well as a lot that’s happening outside the company impacts  the Customer’s evaluation of the company’s service and offering. In my experience it can be rather overwhelming for people within a company to talk to the Customer Experience experts – inside and outside the company – and as a result they could be turning their backs on us “unrealistic bunch of dreamers“. I’ve come to believe this has a lot to do with a practice of ‘over-engineering the Customer’s Experience‘.

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Five things to remember when mapping the customer's journey

Here’s a couple of things that, in my experience, you probably best stick to a wall in the room where you are painting the picture of your Customer’s Journey. Somehow we seem to forget when busy. Let me know what you think, or add yours in the comment section below!

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Why Your Company Needs a Journey Room

Today I'm pleased to share a guest post by John Zilch with Dun & Bradstreet.

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Have Your Journey Maps Failed You?

Have you gone through some journey mapping exercises, only to find that the maps don't deliver what they experts said they would?

Have your maps failed you?

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Is It Time To Create a Hassle Map?

How do you identify, measure, and resolve painpoints and difficulties that your customers experience when they are trying to do some job with your products?

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A High Tech 'Ageing Experience' like You Have Never Seen Before

MIT AgeLab's Agnes (Age Gain Now Empathy System) was brilliant at generating PR for the organisation. How useful it was in reality and how much good it did  - I don't know. But what a terrific way to promote the message about ageing (and MITAge Lab).

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Customer Journey Mapping – Do It Right

Guest posst by Mikkel Korntved, Loyalty Group

Customer Journey Mapping (CJM) is trending, and many companies want their own - And rightfully so! Yet, is mapping the Customer Journey solely the way to create better Customer Experiences and increased loyalty?

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Google's Concept of 'Micro Moments' Is Here To Stay - but It Should Be Used with Care

Spend a couple of minutes of your life reading this interview with the McKinsey guru who is talking about the customer journey and how it relates to Google's ideas about 'Micro Moments'.

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Marketers Need To Rethink the Customer Decision Journey

In 2009, McKinsey & Co. proposed what was touted as a radical shift in marketing practice they called the consumer decision journey. The article called into question the long held concept of the purchase funnel in favour of a new model that incorporated customer experience and advocacy.

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The Why (And Why Not) of Customer Journey Mapping

If you and I communicated recently (say, last 1-2 years) in any way – talked, emailed, came to a panel or keynote of mine, or are just lucky enough to be my client – you know how much I — er, “love” customer journey mapping (CJM).

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