What is journey mapping? That may seem like a strange question from a blogger whose title is “Mapper-In-Chief,” but there’s so much confusion on the topic that it’s a question that needs to be asked. This confusion is fueled by vendors who offer “journey mapping workshops.” This is a half- or full-day workshop where you […]
Journey mapping is now the go-to customer experience tool, and has been discussed in Forbes, the Harvard Business Journal, and countless other journals.
I attended an excellent conference today. The Carlson School of Management sponsored their second annual Ignite Conference which focused on “Protecting Trust in Today’s Consumer Journey.” The opening speaker gave some great stats about trust, including research that 73% of the variance in how customers have trust with you is predicted by team members’ trust of […]
I was talking with a prospective customer last week, and I walked through our customer journey mapping process – first you collect companies’ hypothesis and existing data, then go out to their customers to interview them in their places of work (they’re a B2B company), and finally bring that voice of the customer back to […]
I just came back from hosting the CXPA’s Insight Exchange and talking all things customers. Of course, I tended to hang out in the customer journey mapping sessions. While the practice is maturing, there’s still a lot of room for improvement. In the spirit of sharing best practices, we at Heart of the Customer put […]
We posted part 1 last week. Here’s part two of Jim’s interview with Intouch Insight: —– In part-one of our interview, Jim – founder of Heart of the Customer and Certified Customer Experience Professional (CCXP) – provides many great insights for customer experience (CX) professionals looking to build a standout CX program across their organization. In part-two, Jim continues […]
The Twin Cities Research Group (TCRG) asked Jean Fasching and me to present on Journey Mapping Best Practices. Jean is a HoC engagement lead with a strong research background, perfect for this audience. The agenda: Who we are Why journey mapping? What makes journey mapping successful? Case study: Meridian Health The presentation was given in-person, but the […]
A couple of years ago I had a layover in Philadelphia. Try as I might, I couldn’t find a good electrical outlet – the ones I could I find required sitting on the floor. Annoying. This led me to wonder: While it’s clearly a bad experience to be stuck for a few hours without a […]
Anybody who has read any of Chip and Dan Heath’s books know that they’re compelling and well-researched. I was lucky enough to receive a pre-release of their latest book, The Power of Moments (now available), and I highly recommend it to anybody looking to create great employee or customer experiences. Even better, I was able to score […]
At Heart of the Customer, our team is reading Influence, the classic book by Robert Cialdini. While it’s an older book, it has a ton to offer to anybody looking to build action, including in the area of customer experience (CX). This week we’re up to Chapter 3, Commitment. Cialdini uses a ton of examples, […]
