More Journeys and Why They Matter
In this second part of my two-part series on journeys, I take a look at user journeys and how they differ from customer journeys, churn journeys, why it’s important to understand the difference between all of the journeys discussed in this series, and where journey mapping and personas come into play.
Buyer Journeys vs. Customer Journeys: Bridging The Gap
The customer experience is built on hundreds, even thousands, of journeys that start at the beginning of the customer lifecycle, when people first identify a need or a problem to solve, and typically end when they exit the relationship. (At least, that’s how most folks view it. But does it really ever end? More on that later.)
Journeys are often grouped into categories based on where an individual is in the lifecycle. Within each of those categories you’ll find hundreds of journeys that make up that stage.
Unexpected Experiences: Disrupting the Moving Industry
I’ve run across some interesting brands lately, so I decided to start a “limited series” about these brands and what they’re doing differently to create unexpected experiences in their industries. When was the last time you moved to a new home? How would you describe that experience? What were the biggest pain points of the experience? I’ve found someone who is disrupting this industry! Read on to learn what’s new and different.
Right to Repair Compliance With Knowledge Management
One of the hot topics of 2023 is the concept or movement known as “right to repair.” It’s not a new concept, though. What are the law’s requirements? How can businesses prepare? How is a knowledge management system helpful? What are the benefits? Those questions and much more addressed in this article.
Five Benefits of Journey Orchestration
There’s a new technique that companies are using to ensure that they don’t fall short of customer expectations when it comes to the customer experience. That tool is called journey orchestration, and it helps marketers string together customer touch points to gain insights into what customers are doing, how, and where. Those insights are then used to guide customers through the journey, personalize (or rather, orchestrate) the experience for them, and provide them with the information they need at the right place and the right time. In other words, it helps marketers orchestrate next best actions that will deliver the most value for their customers.
But Journey Mapping Is A Waste Of Time, No?
Several years ago, Esteban Kolsky did some research on journey mapping and uncovered that only thirty-four percent of companies used journey mapping. Seventy-two percent said it missed their needs! Wow. What’s going on there?
Got The Sunday Scaries? This Might Help!
The phrase “Sunday Scaries” describes that feeling of anxiety or dread that some people experience on Sunday evenings in anticipation of the upcoming workweek. Why do they happen? What can employees do to overcome this dread? As an employer, how can you ensure employees don’t have those feelings? How is culture involved?
CX Journey™ Musings: Should You Break Down or Connect Silos?
There’s a lot of talk about organizational silos and how they affect the employee experience, the customer experience, and the business overall – both good and bad. Many say that silos should be broken down. But should they be broken down, or should they be connected? I write about the pros and cons of each and then share some tools to help you identify and understand your silos.
The State of Waiting in Line: There Must Be a Better Way
A couple weeks ago, I shared a story on LinkedIn about an experience I’d had at a follow-up doctor appointment. I’m sure you’ve experienced this to. What can healthcare providers do to improve the wait? First impressions are lasting impressions…
Closing the Loop to Surprise, Delight, and Retain Customers
Customer expectations are higher than ever, but one place those expectations haven’t changed is when it comes to their feedback. They want you to listen; they want to be heard; and they want to be assured that action will be taken on their feedback. Are you taking action? Are you closing the loop?