What do you think is the biggest benefit of journey mapping? This
is fresh on my mind since I recently participated in a journey
mapping workshop. The workshops are the heart of journey mapping.
Here are four key elements that would apply to almost any
organization that make action possible: Organization – You
need the right team structure to effectively deploy your customer
Playbooks are everywhere today. I can’t imagine that there
are any professional sports teams out there that do not have a
playbook they use for each and every game. Behind those
playbooks are data –...
Information gathering forms the foundation of a successful customer
listening system, and ensures a company has the right inputs to
drive meaningful actions that will impact business performance.
If you’ve read any of my recent blog posts, you know that I have
been pushing for the consideration of “trust” within evaluations of
the customer experience. Today I read an article in the