customer journey

Too many folks view journey maps as useless, when instead, the maps should be seen as one of the (if not the) most powerful tools and processes in the customer experience professional's arsenal.

Don't believe everything you read or hear on the Internet.

Yea, I know. Your mom probably warned you about that, but I'm just going to reiterate.

It's a fact.

Sometimes well-meaning folks put themselves out there as experts in a field and then think they can provide expertise about an unrelated (or perhaps, ancillary) field, knowing/assuming their followers will buy into what they are saying. With that authority or expertise comes a lot of responsibility - a responsibility to not mislead your audience!

Case in point.

On January 18th I participated with Matt Kresch (Microsoft) in the first of three video webinars (vidnars? webdeos?) that we are presenting on Customer Experience.

It was fantastic, seriously – here’s the link if you want to check it out (registration required), and we had a very engaging (that’s what the comments said) conversation about why #CX matters now, and how to get started with your customer experience initiative.

How can anyone become complacent about running a business? or about winning at business?

It happens!

It's a broad question, but if you think you're going to become complacent about the customer experience - and think that's OK - then you might as well be complacent about your business, in general.

How can you be sure that your VoC initiative stays fresh and relevant?

Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. What are you doing to ensure that your listening efforts are always fresh and relevant?

Get the journey mapping process right, and you'll reap the rewards for a long time to come!

Last week, I wrote about the session I hosted for Quadient's 2nd CX Transformation Day. It was a great hour, during which I busted five myths about journey mapping and interviewed a panel of experts on their experiences with journey mapping.

Journey maps are a catalyst for change. But only when done right!

You've heard me say that before, and it's the truth.

I originally wrote today's post originally for injixo. It appeared on their blog on March 23, 2017.

Working in a call center, whether you're on the phone or on the floor managing operations, means that you're front and center with customers at all times. It also means that you know the importance of delivering a great service experience for your customers. If that's not an area of focus for you, it certainly ought to be!

ROI is still our favorite "three-letter word." Nothing wrong with that!

It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals.

Customer focus... at what cost?

Are you kidding me?

I recently attended a webinar about how to develop a customer-centric culture. One of the questions during the Q&A at the end of the webinar was something along the lines of, "Doesn't more customer focus means less focus on products, etc.?"

I happened to have just taken a sip of my coffee, and I think it came out of my nose. I cleaned up the coffee and held my breath, in hopes that the presenter would answer the question the way it should be answered. She did.