Getting the Most out of Customer Journey Maps

A roadmap is only beneficial if it helps you get to where you want to go. If streets are omitted or mismarked, the map impedes your ability to reach your destination. In essence, it loses its value. The same principles apply to a customer journey map. When the journey map clearly represents the full experience

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Is your journey map all process and no emotion?

Journey mapping is an excellent tool that organizations can leverage to depict customer experience. The goal of journey mapping is to learn what customers care about the most – from initial product awareness, all the way through renewal or repurchase. A key component of building a journey map is using employees and internal teams to

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Put the customer in your customer journey map

Mapping the customer journey is not complete—or valuable—without the customer. It’s true that journey maps are the product of internal, cross-functional teams joining together to think and act like customers, but all too often companies stop short of validating their journey map with actual customer input.   Depending on the situation and company, the methods

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It’s Time to Be Intentional About Customer Listening

What is the single most important source of customer insight that an organization has? Is it the conversations salespeople have with customers? Perhaps it’s nested in the thousands of comments customers provide in surveys? Or maybe it’s from all the RFPs you receive that signal evolving market requirements. Having a hard time answering this question?

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Success in CX means harnessing the power of people: my CXPA Insights Exchange takeaway

Success in CX means harnessing the power of people. For those who weren’t there and those who were, that is my biggest takeaway from the just wrapped up CXPA Insight Exchange in New Orleans. Session after session, speaker after speaker, this theme emerged. I’ve used two ‘big bucket’ categories to boil down what I heard.

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Accelerate Time to Value for Your VoC Program

The best long-term business strategy is focusing on learning and improving your customers’ experience. And companies that truly make the customer experience a priority outperform the market. You can use many different methods to start better understanding and learning from your customers: focus groups, surveys, social media, operational data, observation, communities, journey mapping, actually talking

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Why you’ll never be a unicorn great at all 10 CX traits

I hate to be the bearer of bad news, but as Steve Walker says in our bonus 10 Traits Recap podcast episode, “it would take a pretty special brand of unicorn.” At the recent Qualtrics X4 event, we took a group of about 40 B2B CX professionals through a self-evaluation exercise. And guess what? Not

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How to Start Building a Customer Ambassador Program

A few weeks ago, I returned to my car from a trip inside Lowe’s one Saturday morning to find a reusable Subaru bag hanging on the side mirror of my Subaru Outback. Like a child on Christmas morning, I opened the bag inside my car to find all kinds of Subaru swag, Subaru magazines and

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The business-savvy CX leader

As Customer Experience (CX) professionals, we all have some of the same tools at our disposal – journey mapping, surveys, design thinking, etc. But some CX pros just seem to be able to get more out of them. They are better able to connect the dots between customer needs and changes the organization needs to

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