Learn How to
Build Customer Journey Maps
Featured Guide
Customer Journey Mapping Workbook
Create Customer Journey Maps that Work. Our template and exercises will guide your team's customer journey mapping process.
Search & Filter By
Show Me:
Learn How To:
Personas, Interviews, Data & More: How to Know Your Customer
Listen to this article Does Your Organization Agree on Who Your Customer Is? My workshopping and consulting leads me to work with a wide range of clients with all sorts of goals. Often these goals
Why Journey Map? 3 Problems They Can Solve
Why Create Customer Journey Maps? Journey maps can be extraordinarily impactful on how an organization approaches their products, services, and interactions. They are also often widely misunderstood. Stop for a moment and imagine a customer
How to Reduce Customer Effort Before it Can Build Up
How can organizations help customers avoid the effort in the first place? There are 5 core methods to effectively reduce customer effort: Dive into root cause analysis Solicit open-ended feedback Put the customer at the
Service Blueprinting and the Next Normal
How can leaders best prepare for the next normal? Service blueprinting may be the answer. What is the Next Normal? Organizations are planning for a phase of reopening including determining how customers can safely make
The “What’s Next” of Customer Journey Mapping
Customer journey mapping can be a powerful tool to truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. But, that’s only if the map is used as
[LinkedIn Learning] Journey Mapping: Case Study in Action
In this practical sequel to her introductory journey mapping course, instructor Jeannie Walters walks through creating an actual customer journey map from start to finish. Jeannie covers each step, including setting goals, gathering data, facilitating a journey mapping workshop, interviewing customers to validate the map, and more. Along the way, she offers plenty of tips and techniques to help focus the process and move your team toward an actionable goal. Disclosure: This item uses an affiliate link to Linkedin Learning.
The Experience Economy’s Joseph Pine on Actionable Ways to Engage Customers
The Experience Economy, written by B. Joseph Pine II and and James H. Gilmore, was originally published in 1999. It painted a picture of how experience could be a driver in business in a way
Be Wary of “The Year of the Customer”
Charging into the new year, it’s easy to want to name what’s ahead of us. I am seeing a few enthusiastic sorts claiming 2020 will be “The Year of Experience,” “When Experience Finally Wins” or
‘Tis the Season to Find Pain Points in Your Retail Customer Journey
When Santa delivers stress… As December furiously barrels on toward the holidays, your customers will become more and more hurried and stressed as they try to find the perfect gifts. How well will your retail
