Blog & Resources

Customer Journey

Creating a Voice of the Customer Program: Don’t Miss These 5 Steps Before Starting

Voice of the Customer: An Overview Businesses who do well with customer experience initiatives do so because they know exactly what their customers are feeling and experiencing.  No, the secret to success isn't mind-reading. It's a Voice of the Customer ...

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 ...
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7 Tips to Simplify & Improve Employee Journey Mapping

Listen to this article What is Employee Journey Mapping? If you're familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than you realize. Employee journey mapping uses the same concepts and best practices of ...

Improving your Voice of the Customer listening posts? Ask these questions

Listen to this article Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Customer listening posts are specific tools, locations and mechanisms ...

An Introduction to Customer Journey Storyboarding

Listen to this article There's something magical that happens in our brains when we draw. And yet many of us, myself included, don't see ourselves as talented enough to draw outside of the occasional doodle to see if the pen ...

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 are focused on updating and ...
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CX Q&A: Answers to Your Top Customer Experience Questions

Customer Experience Questions require a CX Community. In March of 2020, as Covid-19 first began disrupting the way we live and work, my team and I decided to put together a live webinar, called What Can CX Leaders Expect? to ...
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Why Journey Map? 3 Problems They Can Solve

Why Create Customer Journey Maps? Journey maps can be extraordinarily impactful upon how an organization approaches their products, services, and interactions. They are also often widely misunderstood. Stop for a moment and imagine a customer journey map in your mind. ...
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Solving 2020’s CX Challenges: 3 Influencers from SAP SAPPHIRE Weigh In

Listen to this article A special thanks to Sarbjeet Johal, Theodora Lau, and Sarah Evans for their contributions to this article. There's never been a year quite like 2020. Large organizations in every industry are grappling with strategic plans and ...
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Improve Your Voice of the Customer Program: Focus on These 3 Things

My client walked me into the lobby of their shiny new headquarters. He exclaimed: "You'll love this! We have the Voice of the Customer on screens everywhere!" The first screen I saw, behind the receptionist, rotated between company logos, inspirational ...
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