Michelli Experience
SEPTEMBER 4, 2018
This the third in what I am planning to be a four-part series on service design, persona-based customer journey mapping, activating customer journey maps, and optimal future experience visioning. I also assume that before you published your map, you would want it validated against GPS or other means.
Experience Investigators by 360Connext
MAY 11, 2021
Customer experience sometimes gets classified as “soft” or “nice to have” because it gets talked about but not acted on. And many CX programs start with a tactic – like a customer journey map – and lose steam when leadership nods along but there is no discipline to back it up.
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MyCustomer
JANUARY 25, 2024
Colin Shaw discusses how a sophisticated customer journey map can provide the insight needed to understand how the customer thinks and feels.
Experience Investigators by 360Connext
DECEMBER 8, 2014
Because just when you think you’ve figured it out, something changes. Departments change their goals. Customers change, too, and sometimes in subtle ways. More Posts - Website Follow Me: The post Why Outside-In Thinking Is So Difficult appeared first on Customer Experience Consulting.
ShepHyken
MARCH 14, 2022
Each week I read many customer service and customer experience articles from various resources. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. Here are my top five picks from last week. In fact, it’s more often a series of little things.
GetFeedback
AUGUST 14, 2019
In other words, when expectations change, so will the perceived quality and perceived value. Customers change: E xisting customers leave, and new ones come along. New customers may have different needs, expectations, and problems they are trying to solve or jobs to be done than the customers who have left.
Totango
DECEMBER 1, 2021
As with KPIs, tasks can be keyed to a customer journey map template for organizational structure and clarity. Put Technology In-Place for Customer Listening and Engagement. An agile approach requires suitable technology to monitor customer data in real-time for continuous adaptation to customers’ changing circumstances.
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