I've been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I've learned a lot - or, rather, confirmed a lot. Namely, you might think you're journey mapping; you call it journey mapping; but it's not really journey mapping.
Here's what happens.
I start by asking the audience if they're mapping customer journeys, and a bunch of hands in the room go up. A lot of hands, as a matter of fact.
I originally wrote today's post for CallidusCloud; it appeared on their blog on October 1, 2018.
As I sat down to write this month's post, I reflected on several conversations I had this week that were tied together with a common thread: common VoC program mistakes. I started to reflect on what was said and then began jotting down a list that grew much longer than I thought it would!
Do employees believe in the core values? Do they even know their company's core values?
Core values are the fundamental beliefs of an organization; they guide executives and employees in identifying which behaviors and actions are right and which are wrong.
Everything you do must be aligned with your core values, and core values should be integrated into everything you do. When in doubt, ask: "Is this the right thing to do? Does it fit with our core values?"