Entries by Jerry

Securing buy-in for Customer Experience

For anyone in the early days of their CX career, securing buy-in for Customer Experience from sceptical stakeholders can be daunting. It needn’t be. Yes, there are always those who don’t get it or don’t want to get it. It’s a fact of life for a CX professional that not everyone will be as passionate […]

The real purpose of customer journey mapping

This year has challenged the real purpose of many organisations. Some have stayed true to their meaning while others have shown their true colours. As the dust hopefully settles on the rapid changes everyone has put in place we should, if at all possible, invest in the time to understand what it’s like for a […]

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 programme?

People in Customer Experience roles are an energetic, passionate bunch. They are also resilient and have bags of perseverance. Nonetheless, as lockdown restrictions persist I’ve heard from a couple of Customer Experience teams who are feeling a little lost right now. While grateful to still have a job, they were asking what practical things they […]

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 […]