Ian Williams

NOVEMBER 15, 2015

In this two part blog, we take a look at Customer Journey Mapping. In this first blog, we examined the origins and principles of journey mapping, with this blog going on to look at different elements, approaches and methodologies. Customer Journey Mapping – which way now?

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Customer Journey Mapping Customer Journey Workshop Reference 94

SurveySensum

FEBRUARY 17, 2021

In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. . This workshop is divided into three parts.

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Customer Journey Mapping Workshop Customer Journey Touchpoint 59

GetFeedback

AUGUST 14, 2019

Online surveys can provide insights if your digital experience is meeting customer and prospect needs. Gathering CSAT feedback after a major milestone in onboarding or deployment can help customers feel like they have an avenue for feedback. It’s not the measuring that makes things happen, it’s what you do with those insights.

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Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Experience Investigators by 360Connext

JANUARY 12, 2021

Your VoC program can allow your leaders to follow a standard and sustainable model of collecting feedback at key moments along the journey, analyze that feedback, then turn those insights into action. This collection of insights can be used to evaluate what changes are required to improve your overall customer experience.

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Net Promoter Score Customer Journey Mapping Metrics Customer Journey 241

Kustomer

JUNE 25, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Annette Franz, CEO of CX Journey Inc. joins Gabe Larsen to continue exploring customer journey mapping and how to do it effectively. Customer journey mapping is a way of capturing the thoughts, feelings, and actions of the customer.

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Customer Journey Mapping Customer Journey Workshop Customers 92

OpinionLab

SEPTEMBER 9, 2016

“Customer journey mapping” is a hot phrase right now in the CX industry and there is a massive appetite to fully understand how customers move through the buying cycle using this method. In fact, 63% of CX professionals map their customer experience according to recent Forrester research.

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Customer Journey Mapping Customer Journey Voice of Customer Multi-Channel 60

ClearAction

FEBRUARY 26, 2015

How actionable are your customer journey maps? One of the appeals of journey maps is they look sexy. Yet I've noticed that many customer journey maps aren't really designed to get full mileage from them. And that positive difference must translate to cash sooner or later.

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Customer Journey Mapping Customer Experience Workshop Customer Journey 109

OpinionLab

OCTOBER 25, 2016

‘Customer journey mapping’ is a widely accepted practice for customer experience teams right now as they seek consistency across all channels and touchpoints. According to McKinsey, you should “(pay) attention to the complete, end-to-end experience customers have from their perspective. (Do What does this tell us?

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Customer Journey Mapping Customer Journey Touchpoint Voice of Customer 60

CloudCherry

SEPTEMBER 23, 2019

From Journey Mapping ( including exit point) and the importance of root-cause analysis, to really knowing (like, for real) and listening to (key words, ya’ll) your customers, Jeannie’s expertise and insights lay out the most important points of retention. And- trust us- you’ll wanna take notes. Request a demo.

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Customer Retention Customer Journey Mapping Workshop Consulting 150

Experience Matters

JANUARY 6, 2015

Given the value of customer insights, many firms will invest in major renovations to these efforts this year. Customer Journey Deliberations. You can’t read very much about CX without running into something about customer journey mapping. 4) What will the customer do right afterwards?

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2015 Customer Journey Mapping Contact Center 2014 132

Kerry Bodine

JUNE 10, 2015

A few weeks ago, I presented a webinar called “ 10 Ways To Use Customer Journey Maps ” as a part of Qualtrics ’ CX Week. During the webinar, I received a ton of great questions about how to create and use journey maps. How granular should a journey map get? You can download the slides here.

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Customer Journey Mapping Customer Journey Webinar Workshop 78

Experience Matters

APRIL 24, 2015

Seven Steps for Developing Customer Journey Maps (April 2013). Customer journey mapping has become a very popular CX tool, and also a hot topic on this blog. That’s why we’ve created a workshop to help people master this capability. 9 Recommendations For Net Promoter ® Score (June 2011).

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Net Promoter Score Customer Journey Mapping 2013 2009 106

PeopleMetrics

JANUARY 21, 2021

Customer Journey Mapping: Which Touchpoints Really Matter? Customer journey mapping is an important part of measuring the customer experience, but getting started with this exercise can feel overwhelming. How do you create a customer journey map? Watch on YouTube. ? ? ?.

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Customer Journey Mapping Touchpoint Customer Journey Workshop 62

SurveySparrow

SEPTEMBER 29, 2023

Well, the secret lies in their commitment to improve and enhance customer experience. And one powerful tool that can help achieve this is a customer experience workshop. But what exactly is a customer experience workshop, and why is it so important? What is a Customer Experience Workshop?

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Workshop Customer Experience Roadmap Innovation 52

Quadient

JULY 25, 2022

Customer Journey Map Examples & Templates. Since every customer's journey is unique and every business has unique customer experience (CX) goals, there is no one-size-fits-all customer journey map example. Why are customer journey map examples useful? j.shah-thiel.

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Customer Journey Mapping Customer Journey Touchpoint Customers 52

Middlesex Consulting

OCTOBER 25, 2015

I have been running customer journey mapping workshops for our clients for many years. So today I’m going to layout the different types of map and where each is used. Why you would use a Journey Map? First things first: why do you use a Customer Journey Map?

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Customer Journey Mapping Customer Journey Document Workshop 60

Forrester

SEPTEMBER 19, 2014

I recently had the pleasure of facilitating three customer journey mapping workshops for clients. For me, the most rewarding part of these workshops is when, all of a sudden, you see the light bulb go on for the participants. Customer Experience Forum. customer experience journey mapping.

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CEM Workshop Customer Journey Mapping Customer Journey 101

Middlesex Consulting

OCTOBER 26, 2015

I have been running customer journey mapping workshops for our clients for many years. In the last few years I’ve noticed, as the popularity of the term “customer journey map” has grown, people have started pinning the term to different things, i.e. people call different types of map, customer journey maps.

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Customer Journey Mapping Customer Journey Document Workshop 60

GetFeedback

DECEMBER 2, 2019

One more thing—I recently did a webinar with GetFeedback where we discussed how leading brands are measuring CSAT and using these insights to improve the customer experience. Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Her mission is: To Create Fewer Ruined Days for Customers.

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ROI Customer Satisfaction Loyalty Measurement 195

ChurnZero

JANUARY 9, 2025

As a proud sponsor of Zero IN 2024 , Growth Molecules embraced the opportunity to showcase our customer success training and advisory services in a packed workshop. 3: Assess where your customer journey differs. The post Why customer journey mapping is essential for go-to-market alignment appeared first on ChurnZero.

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Customer Journey Mapping Customer Journey Marketing Competitive Advantage 52

Experience Investigators by 360Connext

FEBRUARY 9, 2021

CX initiatives to understand customers better, like customer journey mapping, overall customer research, and customer data analysis. Programs to invite customers into the organization more, like Customer Advisory Boards, customer accessibility labs, or inviting customers into meetings or events.

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Customer Experience Net Promoter Score Culture ROI 261

Experience Investigators by 360Connext

JULY 2, 2019

Here are a few ideas to get you thinking of ways to include your customers in ways that will serve both them and your organization. Co-Create Your Customer Journey Map. It’s amazing we have to say this, but customers are often not included in customer journey mapping.

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Customer Journey Mapping Social Media Fashion Customer Journey 110

SurveySparrow

JANUARY 28, 2020

That’s when I began exploring ways to capture what customers were thinking and feeling during a journey, and just as importantly, ways to turn that data into easy-to-digest, actionable insights. What process do you go through to uncover and chart the customer journeys of your clients? Great title! Thank you, Jim.

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Customer Journey Mapping Customer Journey Net Promoter Score Customers 52

Kerry Bodine

MAY 1, 2017

I’m excited to announce two additions to our 2017 workshop lineup! We’ve taken the best of our Designing Brand Experiences consulting offering and compressed it into a one-day workshop. Journey Mapping Facilitation Skills. Customer Journey Mapping. Brand Experience. August 22 in San Francisco.

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Workshop Customer Journey Mapping Customer Experience 2017 48

ClearAction

AUGUST 6, 2019

Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Customer-Focused Mindset.

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Customer Journey Insights Customer Journey Mapping Marketing 48

Kerry Bodine

JUNE 25, 2017

We’ve got a great lineup of workshops in San Francisco this coming August. Save $100 on our two-day workshop and $50 on our one-day workshops when you register by this Friday, June 30. Customer Journey Mapping — August 16 & 17. Learn more about our Customer Journey Mapping workshop.

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Workshop Customer Journey Mapping B2C Customer Journey 4

Heart of the Customer

DECEMBER 4, 2014

” ———— These are all actual quotes from employees we’ve worked with while leading customer experience workshops. Training customers is a losing proposition. The post Training Customers = Losing appeared first on Heart of the Customer. Customers form an. Exploit it.”

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Customer Journey Mapping Workshop Customer Journey Culture 89

Customer Guru

AUGUST 8, 2018

She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. Arie Goldshlager Follow @ariegoldshlager.

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Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

InteractionMetrics

NOVEMBER 21, 2024

Does it address both immediate and potential future customer needs? Revise that email for clarity and better alignment with your customer service goals. Share it across departments for feedback, then apply those insights to 15 more emails. Refining written communication boosts clarity, consistency, and customer satisfaction.

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Customer Service Workshop Net Promoter Score Metrics 52

SurveySensum

FEBRUARY 1, 2021

In the third episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are talking about one of the most important aspects of the VOC program – How to define your Customer Journey?

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Customer Journey Customer Journey Mapping Workshop Customer Centricity 52

Kerry Bodine

OCTOBER 13, 2016

You might observe your customers filling out your loan application paperwork at their kitchen tables. Or you might conduct a journey mapping workshop to see how that loan application fits into a larger financial process, like buying a home. For example, you might run some usability tests on your desktop and mobile sites.

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Workshop Customer Journey Mapping 2016 Financial 66

Second to None

SEPTEMBER 3, 2024

Once you’ve identified your high priority customers, you’ll need to understand what they define as a great experience and what they would want in each aspect of the customer journey. When customers see that their input leads to tangible changes, it reinforces their positive perception of your brand.

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Customer Experience Customer Journey Mapping Loyalty Customer Journey 62

Strativity

NOVEMBER 20, 2019

Build understanding and engagement with Customer Journey Mapping. Done right, customer journey mapping is a great early step to understand your customer experience and create a foundation for additional CX discovery. Dive into the qual and quant of customer experience research.

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Consulting Workshop Customer Journey Mapping Touchpoint 53

Kerry Bodine

JULY 10, 2017

Whenever we conduct one of our open enrollment journey mapping workshops , we start by asking attendees to list three words that describe their current feelings toward journey mapping. Committing to paper your hypotheses and assumptions about your customers’ experiences can, in fact, be dangerous.

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Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Kate Leggett Follow @kateleggett. Kristina Evey Follow @KristinaEvey.

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Customer Experience Consulting Books Customer Experience Professionals 115

ProProfs Chat

DECEMBER 23, 2019

Customer experience metrics have penetrated most organizations. So, the chances of your business relying on these insights are quite probable. But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation. Total number of searches.

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Customer Centricity Customer Journey Mapping Customers Culture 96

Calabrio

MAY 10, 2019

This is a great event to learn about the latest and greatest research and insights on customer experience strategy straight from Gartner’s experts including: operationalising the voice of the customer, analytics best practices to improve customer retention and gaining value through customer journey mapping.

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2019 Technology Insights Customer Experience 40