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Your 2023 Customer Experience Plan: Strategies, Videos, & Resources

What would success look like in a year? Let’s imagine a year from today… Customers are happier than they’ve ever been, and you know that …

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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 blueprint

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

[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.

[Linkedin Learning] Customer Experience: Service Blueprinting

Blueprinting helps you plan the customer’s journey and the employees, processes, and activities to support that journey. This course covers the steps to creating a blueprint for exceptional customer service. Jeannie Walters describes how to gather feedback and data, map customer and employee actions, and hold a workshop session to find solutions to pain points and validate your findings. Disclosure: This item uses an affiliate link to Linkedin Learning.

marketing

5 Reasons Your Marketing Needs Human Evaluation

Jeannie Walters, speaker, writer and CEO of Experience Investigators by 360Connext, recently visited us at Hallmark and we had the opportunity to discuss the intricate weaving of the disciplines between marketing and customer experience. Jeannie