Customer Journey Mapping

Customer Journey Map Solutions

Customer journey mapping helps you understand the emotions that motivate your customers’ actions during each stage of their experience with your business. This useful tool, the cornerstone of any effective customer experience program, shows where you’re delighting customers, where you’re frustrating them, where you’re losing them, and much more.

By doing so, journey maps reveal the most cost-effective opportunities to improve the journey, reduce churn, and increase customer loyalty. Putting your customers at the center of your decision-making allows you to reap dramatic rewards that directly impact ROI.

Event: June 6 – “Create a Great Customer-Inspired Experience”

Join me at the upcoming Performance Excellence Network event.  Details:

Knowledge Forum: Create a Great Customer-Inspired Experience (Minneapolis)

June 6, 2013 | 7:30 am – 9:00 am
Jim Tincher, Senior Business Advisor with Satisfaction Management Systems
Create a Great Customer-Inspired Experience

A great customer experience begins with a solid understanding of your customers. But it also requires that your employees use those insights to build programs that your competitors cannot duplicate.

The Performance Excellence Network (formerly the Minnesota Council for Quality) is pleased to welcome Jim Tincher, Senior Business Advisor with Satisfaction Management Systems, to our June 6 PEN: “Create a Great Customer-Inspired Experience.”

Jim will share the three keys to build a great customer-inspired experience for your business, and you will pick up actionable steps you can implement literally tomorrow! A great customer experience leads to enhanced loyalty and significantly higher financial returns. Join this discussion to learn more!

The discussion is from 8:00-9:00 a.m. on June 6 (networking and continental breakfast begin at 7:30 a.m.) at MCTC, 1501 Hennepin Avenue in downtown Minneapolis (near the Basilica). Admission to PEN is FREE for Network members; $15 for partner organizations; $30 for the public. Space is limited so register today by emailing brian.lassiter@performanceexcellencenetwork.org.

Join a CXPA Event Near You

 

Are you a member of the Customer Experience Professionals Association?  I just joined about a month ago, but have already kicking myself for not joining long ago.  It is a wealth of information about best Customer Experience practices, with both providers and client-side professionals sharing their expertise for free.  All this for less than $200 a year!

Minneapolis readers should consider joining us at the upcoming CXPA Minnesota Local Networking Event.  This is a terrific opportunity to meet your local customer experience community – and I also had a preview of the menu, and it sounds incredible.  More information:

What to Expect

Re-Imagine Your Customer Experience Journey! Understanding customers holistically and adapting your business to their expectations are two common obstacles facing executives today. Please join your fellow CXPA members along with Ingrid Lindberg, Chief Customer Experience Officer for Prime Therapeutics and a founding member of CXPA and Kendall Nygard, VP of Service Experience for Ameriprise for this CXPA Minnesota Local Networking Event.

Ingrid and Kendall will lead an interactive discussion on how to re-imagine and re-design your Customer Experience through leveraging touch point processes, enablement tools, and technology. One of the best tools your organization can utilize when embarking on the customer experience transformation is Journey Mapping. Amerprise has recently gone through the Journey Mapping process and will provide us with their insight on lessons learned and guidance on where and how to begin.

Date: Monday, April 22, 2013

Time: 5:00 – 7:00 p.m.

Location: 900 2nd Ave S
Fourth Floor Room #3
Minneapolis, MN

Does your satisfaction survey show disrespect for customers

Note: This article was originally posted in 2012. Best Buy no longer uses this survey, but this poor design is still used by companies who insist on extra-long surveys.

How do you know when a company’s on the ropes?  Some observers watch cash flow.  Others look at turnover.  Me?  I look at how a company treats its customers.  When a company’s customer experience starts to drop, it’s time to sell the stock. I’m afraid that may have happened at Best Buy, especially when I look at their new customer satisfaction survey.

Customer satisfaction surveys are critical for creating your customer experience.  A great survey puts your customer at the center of your customer experience design, allowing you to learn and improve as you go.  But this only works when you design the survey from a perspective of customer respect.  When your customer satisfaction survey design assumes your customers aren’t paying attention to the survey, then why bother?  In the past, Best Buy’s culture was centered on the customer experience. But their recent update to their customer satisfaction survey shows that at least one group thinks their customers are unworthy of respect. Read more

emplyoee

Last month I had the opportunity to give the keynote speech at MindSurfFrom People to Profits: The Business Case for Employee Engagement.  This 4-minute video gives some of the highlights.  Read below for more information.

httpv://youtu.be/f6i7ky0mWNM

The description:  Employee Engagement is not just a feel-good program. Companies are seeing significant productivity and profitability gains through building a culture of engaged employees, as reported by Gallup, Towers-Perrin, Hay Group and others. The worst economic downturn in decades left many employees afraid to leave their jobs. Now that the economy is loosening up, experts warn we may see increasing turnover as employees leave for greener pastures. How will you keep your best people? This session will focus on best practices to engage employees, including the ROI of engagement and how you can get started at your company tomorrow.

The Three Keys to Great Employee Engagement:

  1. Point to a clear direction
  2. Develop your coaches
  3. Let your employees find the way

Learn more in, “From People to Profits: The Business Case for Employee Engagement!”  Contact Jim at Heart of the Customer to learn more about how he can help you improve your employee engagement.  Or visit here to see another sample video and more speaker information.

Join Jim at Mindsurf!

I’m pleased to announce that I will be the keynote speaker at this year’s Mindsurf conference.  Join me as we discuss From People to Profits: The Business Case for Employee Engagement.

We will walk through not only the business case, but also three very concrete steps that you can take to improve employee engagement at your organization.  The official description:

Employee Engagement is not just a feel-good program. Companies are seeing significant productivity and profitability gains through building a culture of engaged employees, as reported by Gallup, Towers-Perrin, Hay Group and others. The worst economic downturn in decades left many employees afraid to leave their jobs. Now that the economy is loosening up, experts warn we may see increasing turnover as employees leave for greener pastures. How will you keep your best people? This session will focus on best practices to engage employees, including the ROI of engagement and how you can get started at your company tomorrow.

I hope to see you there!

Best Buy’s New Store Format: Beautiful Design Limited by Store Execution Issues

Best Buy unveiled a new store format last week at its flagship location a few blocks from their corporate headquarters. I visited the store twice last week. You can find more general review at The Mama Report, including photos, as well as at the Star-Tribune. The store has opened to rave reviews, and understandably so. The new format is beautiful, and greatly increases the opportunity to play with and learn technology.

The company traditionally introduces new store concepts in 1-3 stores, evaluates them, and determines which parts (if any) to scale. There are too many changes to include in one post, including such additions as a “Solutions Central” to ask questions, educational “digital displays” teaching about products, and vignettes that allow you to see how appliances might fit into your home. I will focus on the overall look and feel, and three specific areas: Tablet Central, the 3DTV Experience, and the Magnolia Design Center. This post reviews the format, and gives advice as to which parts should be scaled.

Full Disclosure

I worked for Best Buy for six years through 2008, and still love the brand. My last three years I designed interactive experiences such as those featured in this store. Several are clearly descendants of projects I led. This makes me more familiar with the issues than most. Read more

Guest Post: Planning for a Successful Customer Experience Journey

Today is a special treat – a guest post from Annette of CX Journey.  You should definitely subscribe to her blog – a great read!

Planning for a Successful Customer Experience Journey

By Annette Franz Gleneicki

A customer experience strategy is just a strategy, a roadmap that outlines your approach to creating a customer-centric culture. Customer centricity is a way of life, a way of doing business, a journey. It’s not just a project or something to check off your “To Do” list for this week. It’s woven into the fabric of everything you do as an organization.

It takes the entire organization to successfully execute a customer experience strategy, not just the executive team, not just the frontline, and not just the CCO and her team overseeing the strategy.
Read more

Are you a Linchpin?

In 2009, Seth Godin wrote Linchpins, on the need to make a difference.  A group of us, motivated by his call to action, led efforts to bring him to town, and have continued to meet afterwards.  These monthly sessions focus on solving business problems – an organization brings in their challenges, and we break into groups and brainstorm suggestions.  The team then comes back in a few months to share their results.  In the past we’ve worked on such diverse offerings as helping an author promote her book, developing a lawn service, and working with America Public Media on new distribution options for Marketplace (the NPR radio show).

Our next effort is on February 29 at the 50th and France Lund’s Community Room.  We will be focusing on HOBY (Hugh O’Brian Youth Leadership) Minnesota.  HOBY sponsors an annual leadership seminar where we expose high school sophomores to community and business leaders, then challenge them to commit to 100 community service hours in the following year.  The graduates from the last four years have combined to serve over 19,000 hours!  You can read more at  HOBY overview for Linchpins.

I hope to see you there!

Jim