Entries by Jerry

Customer Journey Mapping – as relevant and as possible as ever

The headline act of a Customer Journey Mapping programme was always the workshop. A very visible, tangible demonstration of how an organisation is edging towards its customer-led goals. A group of colleagues coming together to share their views and ideas, learn more about their own business and going on to be active supporters of what […]

Is now an appropriate time to Spring-clean our Customer Experience programmes?

People in Customer Experience roles are an energetic, passionate bunch. They are also resilient and persevere. Nonetheless, in the last few days I’ve been approached by a couple of Customer Experience teams who are feeling a little lost right now. They were asking for examples of practical things they could be doing in these uncharted […]

Customer Journey Mapping – a fun day with sticky notes or a strategic and cultural catalyst?

Done effectively, mapping the customer journey of today’s experience generates an invaluable list of tactical improvements. Unfortunately, it’s also often the limit of what organisations think customer journey mapping can do for them. There is, however, so much more value to be found. For example, one of the many benefits is that cross-functional teams work […]

Making the hidden disability experience visible

How good would it be if this sunflower icon, to help identify people with a hidden disability, was as recognisable everywhere for what it is as the white stick that tells us someone has impaired sight? It’s brilliant to see Liverpool John Lennon Airport adopt the sunflower and lanyard, the latest in a growing list […]

Where to start customer journey mapping

Ok, so we like the idea of it. We’re planning a programme of workshops and we’re thinking about how the outputs will plug into everything else the business is doing. But, just where do we start with customer journey mapping? Which experiences should we focus on first? After all, there are so many to chose […]

When the sales experience falls into, rather than bridges, the gap

Depending on your definition of a customer, their experience starts well before they actually buy anything. It might be what they’ve heard from others or what they’ve seen in the news. But if the brand comes knocking on their door that first impression is also a critical experience. Many get it right because it’s based […]

Ten hidden benefits of customer journey mapping

The benefits of customer journey mapping are well documented; it’s an incredibly valuable exercise that gives the business a shared understanding of what it’s like to be a customer. And, therefore, a clear picture of what should be celebrated, what should be done differently and why. Journey mapping is a means to an end. It’s […]

Using journey mapping to understand and measure employee engagement

This post first appeared as a guest blog of Rant & Rave on using customer journey mapping methods to create employer brands and a great employee experience Fewer than half of employees would recommend their employer to a friend according to Glassdoor. Would you? Have you? Allegis found that 69% would not take a job […]

Why wouldn’t we make customer experiences easy?

Last week I had the pleasure of speaking at an event about how to nurture a customer-centric culture. One of the key issues I referenced is that too often we have a gap between the sky-high corporate ambition (such as “to be the world’s best customer experience company”) and the lower-altitude commitment to making that […]