consumer journey Archives

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Customer Journey Mapping

Empower your teams to make customer-focused change

Journey Health Score

Show the health of the journey and measure improvements

Emotional North Star

Measure and design experiences for emotion

CX Program Consulting

Assess your program maturity, build your CX roadmap, and drive business impact

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Act on customer feedback and design customer-centric processes

Voice of the Customer Services

Connect operational decision-making with customer feedback

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Case Studies

Results that focus on the outcomes you seek to bring ongoing success

White Papers & Reports

Resources to empower CX practitioners to tackle today's challenges

Blog

B2B Journeys (or B2B2C)

Customer Experience Vision

Customer Journey Mapping

Customer Personas

CX Program Strategy

CX Technology

Driving CX Culture Change

Employee Experience

Interviews with CX Experts

Metrics & ROI

Surveys & Feedback

Voice of the Customer

Books

Do B2B Better

Drive Growth Through Game-Changing Customer Experience

How Hard Is It To Be Your Customer?

Using Journey Mapping to Drive Customer-Focused Change

Speaking

Partners

About

About Us

Learn about our mission, values, and team of experts

Do B2B Better Conference

Learn about our annual B2B customer experience conference

Services

Customer Journey Mapping

Empower your teams to make customer-focused change

Journey Health Score

Show the health of the journey and measure improvements

Emotional North Star

Measure and design experiences for emotion

CX Program Consulting

Assess your program maturity, build your CX roadmap, and drive business impact

Closed Loop Feedback

Act on customer feedback and design customer-centric processes

Voice of the Customer Services

Connect operational decision-making with customer feedback

Results

Case Studies

Results that focus on the outcomes you seek to bring ongoing success

White Papers & Reports

Resources to empower CX practitioners to tackle today's challenges

Blog

B2B Journeys (or B2B2C)

Customer Experience Vision

Customer Journey Mapping

Customer Personas

CX Program Strategy

CX Technology

Driving CX Culture Change

Employee Experience

Interviews with CX Experts

Metrics & ROI

Surveys & Feedback

Voice of the Customer

Books

Do B2B Better

Drive Growth Through Game-Changing Customer Experience

How Hard Is It To Be Your Customer?

Using Journey Mapping to Drive Customer-Focused Change

Speaking

Partners

05/28/2021

Journey Mapping Mistakes to Avoid

By Jim Tincher

02/18/2021

What Is a Living Journey Map?

By Shawn Phillips

02/05/2021

Learn From West Elm’s Missed Opportunity

By Jim Tincher

Customer health dashboards are an effective CX tool.

01/27/2021

Customer Health Dashboard Tips

By Shawn Phillips

01/20/2021

The Truth About Moments of Truth

By Jim Tincher

01/08/2021

Fun Read/Flawed Approach (Book Review)

By Jim Tincher

12/28/2020

Learn Everything You Need to Know About CX From ’80s Music

By Jim Tincher

10/15/2020

What’s in a Name? Your Ability to Please Your Customers

By Jim Tincher

08/14/2020

Not Making CX Progress? Start Saying No

By Jim Tincher

04/23/2020

What’s Ailing Your Journey?

By Jim Tincher

consumer journey

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