Blog & Resources

Customer Journey Mapping

Customer Journey Mapping: Real-World Examples & Use Cases

Listen to this article Are Customer Journey Maps Really Necessary?   My client had just returned from a presentation to her executive committee. She was defeated, and realized she made a misstep in trying to get resources for a journey ...
Hero header for post about real-world examples of customer journey map types

How to Turn Reactive Customer Experience into Proactive CX

Listen to this article Is Your Organization's Customer Experience Proactive, or Reactive? Customer Experience is about designing the right experience, actively working to understand customer needs before they tell you, and supporting the backend processes and employees who deliver those experiences. ...

Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities

Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) commonplace. Organizations see how beneficial mapping the customer experience is. It's a way to understand the experience your customers are having so you can improve those ...

Customer Experience Is… What, Exactly?

What is customer experience? According to Wikipedia, it's this: Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It ...

10 Must-Reads for a Better Customer Experience in 2015

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. We know they craved information which helped them take action and get results, ...

Why Outside-In Thinking Is So Difficult

Whenever embarking on a customer experience investigation™, which is what we do to help our clients walk in their customer's shoes, we discuss why this is so challenging. It's easy to think, "I get it. I get what our customers ...

10 Must-Reads for Customer-Centric Leaders

Our rallying cry for fewer ruined days continues. We set out this year to help businesses become more customer-centric by asking eye-opening questions and making sense of customer emotions and behavior. Now that we're halfway through the year, we decided to find out which posts ...

Why One Bad Customer Interaction Could Haunt Your Brand

The micromoment of the Month contest has come to a close. A bad customer interaction claimed victory. An email. But there's a good lesson. When you evaluate customer interaction and touchpoints, the potential impact of each one on the total customer ...

Connect Jeannie's Brain Directly to Your Inbox.

Get weekly insights & tips to make your day (and your customer’s experience) brighter.