customer journey mapping

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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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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Should #CX Professionals Care About the Four Moments of Truth?

What are the Four Moments of Truth? And do they fit into experience design?

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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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Customer Journey Mapping Is Great as Long as You Really Understand the Needs of the Customer

Knowledge@Wharton and Dell Digital Business Services have got together to publish an excellent analysis showing the importance of customer journey mapping,

This is a summary of the thinking and this is the detailed report.

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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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