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Listen to this article What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand
Listen to this article How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. Other brands seem to base the experience on which employee answers the
Listen to this article What Does CX Success Look Like in Your Organization? “Our top CX goal is to create an all-around customer experience.” Sure, this sounds nice… But when you really think about it,
Listen to this article You’ve heard of SMART goals… But what about đ SMIRC goals? It’s not uncommon in my experience coaching, consulting, and workshopping with business leaders to come across goals that are vague,
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
Listen to this article What’s Your Organization’s CX Mindset? Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey.
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
What Does Employee and Customer Empathy Really Mean, Anyway? What do you think of when you hear the word empathy? How about customer empathy? Employee empathy? We know that the best brands in the world create
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.
