customer journey

We have all the customers we could ever want...

... said no business ever!

Oh wait.

Except for Sears.

Wow! What would ever possess a CEO to say that?

It's what Ed Lampert, CEO of Sears Holdings, told investors as he was trying to reassure them that he could turn the retailer around. More specifically, he said:

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.

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!

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

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?

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?

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).

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?

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'.

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.