Entries by Nicole Newton

Collecting Information About Your Customer’s Journey: What’s the Right Approach?

Note: We’re celebrating the upcoming launch of our new book, “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief, Jim Tincher and B2B Practice Lead, Nicole Newton. In the book, we introduce five journey mapping questions to answer as you launch your customer journey mapping effort.  Three weeks […]

Defining Scope: Should You Map an End-to-End Journey or a Specific Sub-Journey?

Editor’s Note: As we get ready for our book launch in May, we’re previewing the major topics. This post was written by co-author Nicole Newton, HoC’s B2B Practice Lead. You can read more about our book at https://heartofthecustomer.com/book/. Mapping the Right Journey At Heart of the Customer, we recommend starting a journey mapping project by answering […]