More companies are beginning to grasp that the customer experience (in and out of product) can make or break a business. At the start of 2016,…
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Category: customerjourney
Why Your Company Needs a “Journey Room”
A few years back, I was working at a mid-sized software company and part of a project team looking to overhaul our pricing and packaging.…
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User Experience, Customer Experience
My wife and I are shopping for a new car. We research different makes and models from friends, family and the internet of course. There…
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The 40 Critical Touchpoints to Map in the B2B Customer Journey
As many of you know, I’m a huge advocate of customer journey mapping. Customer journey mapping can create a lot of goodness for your organization,…
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Who Really Owns the Customer Journey?
The beauty of a customer journey map is that it’s holistic and is relevant to so many departments and groups. Marketing – by and large…
Read MoreCutting Corners in the Customer Journey
I was thinking about the Boston Marathon today because today is the day of the Boston Marathon. I always have a couple of thoughts: For…
Read MoreFive Teams Who Can Increase Performance (and Revenue) through Customer Journey Mapping
Customer journey mapping – when done correctly – provides us with a clear and candid reflection of each customer’s unique experience interacting with your product,…
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Our Customers Deserve Better: Introducing a New Approach to Mapping the Customer Journey
This is a call to action. This is a rallying cry for customer-facing folks to adopt a new approach to mapping the customer journey. Some…
Read MoreExploring the Relationship Between Lifetime Value and the Customer Journey
Is it possible to have bad customers? Kinda, maybe, maybe not. Is it possible to have good customers? Well, of course. A good customer can…
Read MoreIs Your Customer Journey Map Unnecessarily Complicated?
Rube Goldbergs complicated systems of chain reaction machines, built to perform a simple task were essentially comic strips. Why? The technology built to achieve a…
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