Blog & Resources

customer journey mapping

How the Most Important Touchpoints Get Ignored, And How to Fix It

Touchpoints aren't what they used to be. There was a time in our history when touchpoints were...finite. We could list them easily and agree easily to what they were. The list might have 5-6 things on it for a sophisticated ...
most important touchpoints ignored

What You Need to Know to Reduce Customer Effort in 2019

It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is ...
reduce customer effort

Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities

Customer journey mapping is having a moment. Using customer journey maps is becoming almost (almost!) commonplace. Organizations see how beneficial mapping the customer experience is. It's a way to understand the experience your customers are having so you can improve those ...

Document THIS! Betrayed by Customer Experience Documentation

There's a funny thing about customer experience documentation. (Or any kind of documentation, for that matter.) It only works if you look at it. And update it. Then revise it based on reality. And let's face it, that rarely happens. ...

Your Process Flows Don't Know Jack!

A client was really excited to share something: "We have finally done all our process maps!" She was the newly appointed customer service director, and she had heard mapping was important. Several months later, and they had stacks of pages ...

Epic Business Quotes from 1 Year of Podcasting

Have you ever thought about how cool it would be to have one of those dinner parties with people you admire? I believe many of us dream of getting folks around a table to share what inspires them, how they ...

5 Ways to Create a Better Customer Experience for 2016

Your customers are already evaluating the experience you are delivering. And they’re making decisions because of it. 89% of customers will decide based on customer experience in 2016. How can you create a better customer experience now to compete in this changing ...

Challenges of Improving the SaaS Experience

Software-as-a-Service, commonly referred to as SaaS, continues to grow in both size and scale. We use SaaS products for everything from payroll management to paying our taxes to publishing our newsletters to writing our books. SaaS is a great business model. Set ...

Stop Looking at Channels for the Best Omnichannel Experience

I hosted a webinar last week about digital experience. We've developed a process here called Digital Micromapping. This is the next step after customer journey maps in some cases, the first case in others. In the webinar, we covered some ...

Customer Experience Is… What, Exactly?

What is customer experience? According to Wikipedia, it's this: Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It ...

Connect Jeannie's Brain Directly to Your Inbox.

Get weekly insights & tips to make your day (and your customer’s experience) brighter.