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The Customer Journey Map: Why It’s Essential - CMNTY Blog
Striking: Post on why/how to create #customer #journey #maps is NOT customer-focused. Sadly, this is the rule, not the exception #CX
brand  customer  journey  map  platform  experience  CSR19  howto  tools  value  proposition  example  organization  usecase 
march 2019 by csrollyson
Should Social Media Affect Your Customer Journey Map? - CX Social
Brand-centric: Advocates using #socialmedia as part of #customer #journey #maps BUT doesn't use it to create the model
customer  journey  map  social  media  usecase  2017  Experience  csr19  brand 
march 2019 by csrollyson
How Create a Customer Journey Map, Customer Journey Map Templates
Short and solid how-to guide for researching and creating #customer #journey #maps #CX
customer  journey  map  social  media  experience  csr19  howto  template  tool  research 
march 2019 by csrollyson
Visual Guide to Customer Journey Mapping Process
Good detail of analog trad process of #customer #journey #mapping + compares journey maps to #service #blueprint experience maps, others #CX #research
service  design  customer  user  research  journey  map  howto  guide  blueprint  comparison  experience  process  marketing  automation  value  proposition  csr19 
march 2019 by csrollyson
An introduction to customer research (a 3,000-word guide) – Econsultancy
Solid #customer #user research how-to guide includes using #ethnographic #research with trad quantitative & qualitative research #CX
customer  user  experience  research  guide  2017  lean  guerrilla  ethnography  survey  focus  group  howto  website  tools  qualitative  quantitative  CRM  csrblogcomment  csr19 
march 2019 by csrollyson
The Lifecycle of a Washing Machine: Transforming the Customer Experience for a Home Appliance Manufacturer | Doblin
Doblin #customer #experience research for global white goods brand: [conclusions] "#socialmedia #analysis can be used to determine & uncover an incredibly wide range of research questions and help determine and prioritize the most useful next steps."
customer  experience  digital  anthropology  appliance  home  product  washing  machine  2017  social  media  journey  map  brand  doblin  deloitte  bullsi  exceptional  csr19 
march 2019 by csrollyson
What is Customer Journey Mapping? The Complete CX Network Guide | CX Network
Solid high-level post on why to use #customer #journey #maps + how to orchestrate the effort + pitfalls & links #CX
customer  experience  journey  map  value  proposition  approach  reference  persona  brand  enterprise  pitfall  csr19 
february 2019 by csrollyson
How to Pick the Best Customer Journey Analytics Platform for You
Yes, a pitch for their platform but head/shoulders above most other posts. Enterprise viewpoint, uses true analytics to inform #customer #journey #map creation & optimization
customer  experience  journey  map  persona  enterprise  software  platform  vendor  analytics  exceptional  organization  data  marketing  automation  comparison  analysis  reference  bullsi  example  image  IT  csr19 
february 2019 by csrollyson
How to Put Customer Research to Work
Details issues around #customer #journey #maps & #personas; asserts that most are one-offs & various versions proliferate & recommends using a central repository (theirs ;^). #marketing #cx #ux silos
customer  user  experience  journey  map  persona  enterprise  software  application  howto  csr19  image  organization  marketing 
february 2019 by csrollyson
What is a Customer Journey Map? [Free Template Download] | Mightybytes
Excellent step-by-step example/explanation for how @mightybytes created a #customer #journey #map for a new service + tool recommendations #CX
customer  journey  map  example  hosting  service  reference  bullsi  tools  template  image  experience  digital  csr19 
february 2019 by csrollyson
Nine sample customer journey maps – and what we can learn from them | MyCustomer
Useful relatively short how-to create and grow your #customer #journey #map. High-level steps, sound advice & examples from sev. firms #kudos
howto  customer  journey  map  example  reference  image  csr19  experience  persona  advice 
february 2019 by csrollyson
How to Conduct Research for Customer Journey Mapping
Exceptional how-to guide for conducting qualitative customer experience research, supplemented with quantitative + links #journey #map #CX
customer  experience  journey  map  research  method  comparison  qualitative  quantitative  survey  interview  social  sentiment  analysis  howto  reference  exceptional  field  study  analytics  csr19  bullsi 
february 2019 by csrollyson
Marketing myopia - Wikipedia
Overview of the impact of the seminal HBR paper first published in 1960; argues against the [still] prevailing brand tendency to focus marketing on brand, not customer experience #CX
marketing  reference  brand  egotism  customer  experience  user  debunk 
february 2019 by csrollyson
Signet Sibyl
Survey software for customer or employee experience or success applications
user  customer  experience  success  vendor  survey  employee  software  platform 
february 2019 by csrollyson
How to Create an Effective Customer Journey Map [Examples + Template]
Simplistic but still useful explanation of customer #journey #map value proposition and how to create maps + templates #CX
journey  map  customer  experience  service  design  example  value  proposition  reference  template  b2b  b2c  restaurant  realestate  model  howto  marketing  ecommerce  website  blueprint  csr19 
february 2019 by csrollyson
The 50 Best Customer Journey Mapping Software Tools – NGDATA
Wide array of #journey #mapping software and collaboration tools spans global vendors & independents #CX
journey  map  customer  experience  software  tool  list  reference  persona  collaboration  csr19 
february 2019 by csrollyson
Service Design: Consumer Journey Mapping
Why and how to use #journey #mapping for customer experience improvement #cx + examples #service #design #CX
service  design  customer  experience  journey  map  persona  value  proposition  example  process  transformation  omnichannel  csr19 
february 2019 by csrollyson
Lympho Bob: CAR-T posts
Voluminous blog of NHL patient includes his opinions and thoughts about CAR-T; he has NOT had CAR-T, was cured in 2010-2011
sh1  blog  nhl  patient  journey  experience  bullsi  2010  18sbx 
february 2019 by csrollyson
Independent Retailers and the Changing Retail Landscape | U.S. survey | Nov. 2017
U.S. national small local retailers talk about how big-box and online retailers impact their businesses + results may surprise you
business  economic  development  19jam  survey  usa  smb  small  owner  2017  q4  bullsi  amazon  online  local  realestate  zoning  commercial  ecommerce  chain  retail  Competition  substitution  relationship  customer  experience  community 
january 2019 by csrollyson
He thought white men were vanishing from TV. I disagreed. So we conducted an experiment. - The Washington Post
Refreshing! => A great example of how imagination becomes "reality" and how intelligent conversation led to new conclusions
gender  race  tv  experience  discussion  advertising  program  divorce  imagination  culture  men  women  diversity  isolation  family  social 
july 2018 by csrollyson
Why Students Hate School Lunches - The New York Times
Why legislating healthy food doesn't work + Reflections on what we must change #school #lunch #obesity
children  teen  cook  tween  school  home  cooking  drivetotrust  comparison  france  usa  japan  meal  eating  experience  fat  relationship  food  culture  lunch  government  legislation  obesity  crisis  cafeteria  health  cooktohealth 
april 2018 by csrollyson
Las Vegas downtown self-driving shuttle review
Reporting on #driverless #autonomous #bus shuttle in #Las Vegas #Transit
autonomous  car  lasvegas  pilot  2017  q4  bus  transit  taxi  customer  experience 
february 2018 by csrollyson
Whole Foods complaints about produce quality since Amazon deal - Business Insider
Customers perceive produce quality and stock availability noticeably dropping since @amazon bought @wholefoods
amazon  wholefoods  customer  experience  q4  2017  quality  produce  fruit  vegetable  stock  store  price  acquisition  management 
january 2018 by csrollyson
Science Says Fitness Trackers Don't Work. Wear One Anyway | WIRED
Argues that fitness trackers’ poor track record ;^) due to studies’ use of old devices; app designs better plus more sensors make for better UX CX
fitness  tracker  wearable  study  workout  behavior  economics  application  design  research  motivation  example  Q4  2017  software  addiction  user  customer  experience 
december 2017 by csrollyson
Temple Grandin: "The Autistic Brain" - YouTube
Her own story with autism, journey, learnings and wisdom; fascinating and informative
autism  disability  video  brain  science  story  experience  philosophy  illinois  farm  agriculture  family  research 
october 2017 by csrollyson
A part of something bigger - Iora Health
MUSTread employee story about joining @iorahealth & its mission to humanize #healthcare
iorahealth  transformation  healthcare  story  employee  experience  symptom  diabetes  2015  mission  vision 
september 2017 by csrollyson
Don't be surprised by these hidden college costs | KGW.com
Non-tuition costs that can surprise #college #students & how to minimize their impact
finance  cost  college  list  howto  16ccc  bullsi  plan  experience  social 
august 2017 by csrollyson
Study Breaks Magazine
Useful posts on many aspects of the college experience
college  life  plan  reference  blog  16ccc  experience 
july 2017 by csrollyson
CMOs don't need more tech...
[comment] What #CMOs need more than #martech #CDO #CIO
csrblogcomment  marketing  cmo  hightech  martech  customer  experience  persona  jtbd  vendor  ecosystem  cdo  cio  cco  leadership 
may 2017 by csrollyson
(3) LinkedIn
[commented] How a #CMO pivoted away from fear-based #marketing to #trust-based customer #relationships #cx
csrblogcomment  customer  trust  q2  2017  example  experience  marketing  advertising  cmo 
may 2017 by csrollyson
Customer Experience Transformation: One CMO's Powerful Story
[comment] Fantastic, inspiring: CMO jettisons fear marketing for trust-building customer collaboration #cx
trust  customer  experience  fear  marketing  insurance  q2  2017  example  casestudy  collaboration  advertising  cmo  transformation  csrblogcomment 
may 2017 by csrollyson
10 Signs of a Company That Really Cares About Customers | Provide Support
[comment] Added this sign: Trust Customers - and showed how and why it increases business
customer  service  experience  employee  support  empathy  loyalty  csrblogcomment  cco 
april 2017 by csrollyson
10 Signs of a Company That Really Cares About Customers | Provide Support
#Customer #service perspective on #CX includes a great list of organizational indicators
customer  experience  service  list  bullsi  organization  empathy  loyalty  employee  cco  sochap  drivetotrust 
april 2017 by csrollyson
What does it take to be a chief customer officer?
Emphasizes "the human touch" and using automation to enhance experience & having a global enterprise view
cco  customer  experience  executive  career  insurance  healthcare  payer  medical  global  international  human  automation  artificial  intelligence  service  collaboration  enterprise 
april 2017 by csrollyson
The 10 Commandments of Customer Experience
[comment] One of the best #CX lists I've seen; makes important connections among them
customer  experience  employee  bullsi  drivetotrust  list  advice  organization  management  enterprise  humor  policy  empowerment  engagement  sochap  cco  cdo  executive  csrblogcomment 
april 2017 by csrollyson
The King Customer Paradox: The More Empowered, The More We Lose Control
[comment] How firms' competitive efforts to serve customers result in invasive use of data, but few people realize it
csrblogcomment  customer  experience  pointofview  q2  2017  king  queen  amazon  service  Competition  autonomy  surveillance  big  data  analytics 
april 2017 by csrollyson
Introduction to Empathy Maps
Useful discussion of #empathy #maps and how to use them for #cx
empathy  map  tool  customer  experience  analysis  howto  example  image  design 
april 2017 by csrollyson
Empathy Engine | Booz
Analysis, model and framework for transforming #customer #experience
customer  experience  empathy  model  analysis  research  survey  2007  service  example  booz  management  vision  transformation  sochap  drivetotrust 
april 2017 by csrollyson
Hello, OnStar - Meet Watson - |
Ibm Watson + GM Onstar aim to boost driver customer experience & productivity #analytics
ibm  watson  cognitive  computing  analytics  big  data  automotive  customer  experience  partner  brand  oil  restaurant  driving  car  q4  2016  mobile  music  park  productivity 
march 2017 by csrollyson
DBS Bank engages IBM's Watson to transform customer experience | CMO | Enterprise Innovation
Bank's wealth management uses IBM Watson analytics to transform customer experience for wealth management
ibm  watson  2014  bank  wealth  management  case  study  cognitive  computing  artificial  intelligence  customer  experience 
march 2017 by csrollyson
Your Brand Needs a Customer Experience Transformation Before A Digital Transformation - Augie Ray
Even further, firms need to get #employee #experience right before winning in #cx and #digital #transformation
customer  digital  experience  strategy  social  business  sochap  transformation  pointofview  q4  2016  example  amazon 
january 2017 by csrollyson
How telecom companies can win in the digital revolution | McKinsey & Company
McKinsey prescription for #telecom #transformation: Start w #customer & work back #cx
cdo  2016  q4  telecom  mckinsey  vision  strategy  transformation  customer  experience  IT  financial  services 
october 2016 by csrollyson
Eight Ways to Build Customer Empathy - Heart of the Customer
Short practical advice for helping your #employees develop empathy for #customers #cx
customer  experience  howto  empathy  list  employee  sochap 
october 2016 by csrollyson
How Retail Is Mastering the Omni-Channel Customer Experience | Centric Digital
Useful summary of #retail #store disruption + #ecommerce move into #apparel @jcpenney insights
strayegy  customer  experience  retail  store  example  jcpenney  ecommerce  omni  channel  2016  apparel  amazon  walmart 
october 2016 by csrollyson
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