Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on February 4, 2015.
One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. You put it on the wall. And nothing changes. To that I answer: "You're doing it all wrong."
Buy-in vs. commitment: is there a difference? And does it matter if there is?
As I was writing my most-recent post earlier this week, I started to type the word "buy-in" and paused for a moment because what I really meant was "commitment." Are the two terms one and the same?
Is your entire company - executives and employees alike - aligned with and around the customer?
Do they know who your customers are? Do they understand the customer experience? How are you getting employees immersed in the customer experience? What tools or approaches have you been using? Are you looking for some new tools to help with this?
What is storytelling, and why is it an important tool to have in your CX Toolbox?
In a post I wrote several months ago, I outlined the 5 Rules for Turning Data into Action for a Better Customer Experience: Centralize, Analyze, Socialize, Strategize, and Operationalize. I have since pulled out details from Analyze and Socialize to create a sixth rule: Synthesize (or Contextualize).
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