Blog & Resources

Customer Journey

Customer Listening Posts: Ask These Questions to Boost Your VoC Program

What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it'll start with a general plan on how an organization is going to gather customer feedback -- a plan that typically includes Customer ...

CX Questions & Answers from the Experience Investigators Community

Have you joined one of our live sessions yet? They're free and give us a chance to connect live to talk about topics that matter to you and answer your questions directly. Not long ago, we did a presentation about ...
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Your 2022 Customer Experience Plan: Strategies, Videos, & Resources

Imagine yourself a year from today. Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. How did this happen? ...

How to Build a Customer Experience Persona

Developing CX Personas: The Step Before Journey Mapping In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. I get it. Customer Journey Mapping ...

5 Ways to Optimize Your Customer Feedback Program

A customer experience leader’s role is often tied to collecting, analyzing and acting upon customer feedback. Many leaders are tasked with developing customer feedback programs, including how and when to send surveys, where to insert feedback tools like kiosks or ...

Creating Customer Personas: Solutions to 4 Common Challenges

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. But what are they, really? How are they created? And how can you overcome the obstacles that tend to keep ...

Five Overlooked Moments that may be Wrecking Your Customer Journey

This article is sponsored by PayPal. ne·glect /nəˈɡlekt/ verb: fail to care for properly. noun: the state or fact of being uncared for. from Oxford Languages Neglect can feel like a harsh word. It’s easy to think that if we’re ...

COVID-19 Makes Journey Mapping More Important Than Ever. Here’s How to Build One.

Originally posted in April 2020. Updated September 2021. It feels like there have been a lot of plans made...only to be disrupted. There was a brief moment in time when it felt like we were planning for a post-pandemic future, ...
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How Customer Listening Assessments Create Better CX

How Customer Experience Maturity Develops There is a natural arc to how an organization matures when it comes to customer experience. Let's look at a common example scenario: First, it starts with an idea: customers are important! We should pay ...

Reduce Customer Churn: 5 Ways to Understand At-Risk Customers

Nobody thinks they're neglecting customers... but many are. Some of us live, breathe and constantly think about the customer experience. But most people, believe it or not, don’t spend their time that way. Business leaders, in fact, have not been ...

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