Frequently Asked Questions about Customer Journey Mapping

We put together this deck to help explain the powerful tool that is Customer Journey Mapping. We have over 50 combined years of experience conducting mapping exercises with our clients, yet for many it`s still a very new concept. Here is the best of our …

Experience Mapping in Complex B2B Ecosystems

Valerie and I are hot off the conference trail, and we’re thrilled that Customer Experience Mapping is finally getting the attention it has long deserved. It`s gone from a “maybe” to an “of course!” in terms of strategic priority at many companies. At the CXPA …

Instant Gratification with Customer Journey Mapping

Attention spans are short in many executive offices. As a result, marketers are somehow expected to distill complex decision trees made up of customer rational behaviors and emotional choices into simple pictorials. Balancing this desire for Instagram when the reality is an epic two-hour movie …

No Pain(point), No Gain

Years ago when I started out in my Customer Experience improvement career, a friend gave me a book entitled A Complaint is a Gift. It was one of those single-message books that really only require a skimming to get the point. As I look back …

When Customer Policy clashes with Customer Reality

If you work with customer facing personnel you have likely heard something like: “Well, what I did was bend the rules, and made my customer happy. Just because the system wouldn`t let me give her cash back, that didn`t mean I couldn`t do a cash …