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
Customer strategists must anticipate all the twists and turns,
ups and downs that can derail their customer strategy. Here are
three tools that can help keep you on track: Have a good ROI