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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.
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
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
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
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
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.
What Does the Future of CX Look Like? It’s crystal ball time! If you know how critical Customer Experience is to the happiness of your customers and your team (and if you’re reading this, I’m
