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. We’re using the launch as a cheesy excuse to walk through the Five Journey Mapping Questions.Read more
Voice of the Customer
Hearing the Voice of the Customer
At the core of every successful business is a strong focus on customer experience. The voice of the customer is one of the most important things to a business, yet it is too often overlooked. Learn below how to channel the voice of the customer into your business and how to really listen to what they’re saying by using industry-leading analytics.
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 these five questions:
- What is the business problem or opportunity behind mapping?
- What is the right journey to map?
- Who is the right customer to map?
- What is the right approach to gathering the voice of your customer
? Whoare the right people to be on your journey mapping team?
At Heart of the Customer, we’re pleased to introduce our forthcoming book on journey mapping best practices!
Journey mapping opens up extraordinary avenues for business growth, but only when done wisely and well. Through insight from CX pros, extensive research, and real-world case studies, you can learn the best way to capture your customers’ experiences to drive action that gets results, boosting loyalty, satisfaction, and your bottom line.
Yesterday, we talked about Business KPIs that you need to track to truly understand the value and cost of different clients. Unfortunately, not every important metric can be captured in your systems. Some require employee judgment to rate, for
First, let’s look at Employee-Rated Items:Read more
Measuring Customer Experience’s (CX) business impact is hard. It’s one of the biggest challenges in passing the CCXP exam. One reason is that CX pros are very customer-focused; we’re confident that if we just focus on customer needs, the ROI will take care of itself. Unfortunately, our business partners aren’t always so confident.Read more
“When all customers are important…none will be.” – Syndrome from The Incredibles (slightly paraphrased)
Are all customers worth the same to your business? No! But odds are, your CX program doesn’t recognize this.Read more
Marlanges Simar is the Director of Customer Experience at Prime Therapeutics (Prime) managing their CX (Customer Experience) Architect team. Prime manages pharmacy benefits on behalf of health plans, employers and government programs. I interviewed her to better understand their role, and how they help Prime improve the customer experience.
CX architects play a strategic role in improving the experience of our different customer groups (members and health plan clients), as well as the prescribers and pharmacists we work with. This can range from fixing a problem to reworking or developing an entirely new portion of the experience.Read more
As 2018 wrapped up, we finished mapping three very different B2B journeys – healthcare, manufacturing, and distribution. We found one major consistency: customers in all three reported recent backorder issues.
The customers were all businesses, but that’s where their similarities ended. Some were
Two weeks ago, I posted “Is Customer Experience a Missed Opportunity?” and shared CCW’s 2018 Market Survey. The report discussed the fact that many customer experience (CX) programs are failing to drive change. There were multiple takeaways; only 9% of programs said their primary use of journey maps was “to ‘orchestrate’ predictive and/or proactive engagement,” whereas 31% primarily used them “to fix ‘pain points’ in the experience.” This was one of many reasons CX hasn’t been having a strong impact in many organizations.Read more
My wife and I took a long-overdue vacation to Mexico, and stayed at an ocean-side resort over the holidays. At check-in, the desk attendant told us they would upgrade us to an ocean-side room for free. Great! We were looking forward to having a nice view. Five minutes later, he came back saying, “I’m sorry. It turns out the room is already occupied.” The result? While rationally we ended up the same, emotionally we were disappointed that we lost the opportunity for the ocean-side view. Bad data made a worse customer experience.Read more
Connect With Us
- B2B Journeys (or B2B2C)
- Customer Effort Score
- Customer Experience Strategy
- Customer Journey Map
- Customer Personas
- CX Vision
- Driving Culture Change
- Employee Engagement
- Interviews with CX Experts
- Journey Orchestration
- Metrics and ROI
- Minneapolis CX
- Net Promoter Score
- Resources & Tools
- Voice of the Customer
Journey maps are the clearest way to visualize your customer experience. Download our Journey Mapping Toolkit to start.