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Visualizing the customer experience using customer experience journey maps

Visualizing the customer experience using customer experience journey maps
Too often when we think of a customer, our view is filtered through the lens of our job, profession, department, or specialty. Think of how patients are treated in most hospitals. They are viewed as a disease, an illness, a collection of parts – each with its own specialist. The hospital system is designed for the convenience of the specialists, not for the needs of the patient. Specialists in a hospital are much like the silos in an organization, each viewing a customer from their own departmental lens. Bringing the outside in using customer experience journey maps Customer experience journey maps are a tool to help bring the outside world into an organization. And as we map out the customer’s story, our organization’s own story becomes visible. Below are a few examples of different types of customer experience journey maps. [updated September 28, 2011 & May 22 2012 with additional examples] Social Gamer created by nForm Lego’s WOW map for an executive’s experience visiting LEGO

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Guide to Agile Practices Definition In consultation with the customer or product owner, the team divides up the work to be done into functional increments called "user stories". Each user story is expected to yield, once implemented, a contribution to the value of the overall product, irrespective of the order of implementation; these and other assumptions as to the nature of user stories are captured by the INVEST formula. To make these assumptions tangible, user stores are reified into a physical form: an index card or sticky note, on which a brief descriptive sentence is written to serve as a reminder of its value. This emphasizes the "atomic" nature of user stories and encourages direct physical manipulation: for instance, decisions about scheduling are made by physically moving around these "story cards". Common Pitfalls

Customer Journey Mapping Deep Dive There are a variety of terms that come up when referring to the customer journey and the customer experience. Sometimes these terms are used interchangeably, which can be quite confusing. Let’s look at some of the key differences in common “customer experience” terms. CARE: Fixing customer experience with digital in four simple steps It’s taken years of online reviews, comparison sites, and digital challenger brands to trigger the eureka moment, but senior business leaders everywhere are finally seeing the link between competitive advantage and great customer experience – and understanding that digital is the way to achieve both. With so many digital tools and channels to choose from, knowing how to prioritise your approach to customer experience is only half the battle. We believe the answer to great customer experience can be found by working through Precedent’s CARE model of CX fitness which forms the basis of its latest report, CX: Survival of the Fittest. A sample of the CARE model can be found, below. 1.

Companies Must Reinvent Their CX Ecosystems Share On a survey we conducted recently, a whopping 80 percent of customer experience (CX) professionals said their firms' goal is to be a CX leader in their industry or across all industries. Unfortunately, our CX Index shows that only 11 percent of companies succeed in delivering an excellent experience--one that would set them apart from competitors. Four Tips for Adopting a Customer-Centric Mindset Especially if you're taking an integrated marketing approach, your customers need to be driving the decisions your company makes. Otherwise, your brand could risk becoming irrelevant—or, worse, offensive—to your audience. Just look at Puma's promotion of its Italy jersey for the 2014 FIFA World Cup. It set up "confessionals" across the US and encouraged people to kneel before the "altar," snap pictures, and share them on social channels with the hashtag #StartBelieving. Unfortunately, the stunt coincided with Ash Wednesday, and Puma's poor timing didn't go over well with its audience.

Customer Journey Canvas Tutorial Service design may come across as something intangible but the Customer Journey Canvas allows you to put your thoughts into words or diagrams in a structured manner. Once you fill up every aspect of the canvas, you will see everything coming together, just like assembling a jigsaw puzzle. A concept cafe is used as an example in the given Customer Journey Canvas. The first stage of service design is to plan how the service will be marketed and predict the reactions. Thinking about the core differences between advertisement and public relations campaign will help you make a decision on how you want people to perceive your upcoming services. Advertisements give you control over the creative direction and content of your message but your intended consumers know you are trying to sell to them.

Temkin Group’s SLICE-B Experience Review Methodology (Video) Do you want to examine experiences through the eyes of your customers? Try using Temkin Group’s SLICE-B Experience Review Methodology. Download SLICE-B Scorecard (.pdf) SLICE-B is an Expert Review (a.k.a. The Experience Cycle Written for Interactions magazine by Hugh Dubberly and Shelley Evenson. In this article, we contrast the “sales cycle” and related models with the “experience cycle” model. The sales cycle model is a traditional tool in business. Deliver consistent customer experience by following 4 strategies 4 tips towards delivering consistent customer experience Katie | Apr 04, 2012 | 2 Comments Last week, I had an overcharge issue with my phone provider. A tweet mentioning the service provider got me an unexpected and prompt response from the official Twitter account and I was advised to call up the service center. But from there, things rapidly went south.

Saving the Customer Experience in 5 Steps - ICF Interactive Thinking Customer Journey Mapping is something every company with customers should do. Not only does it give you insight into the minds and decision processes of your clients, it benefits your clients by providing them with the answers and resources for every question about your business and the hesitations they may have. By learning what they’ll need to make a decision or to become a loyal customer, you’re making their life- and yours- much easier. I’m going to trust that you have a customer journey map, that it’s been well planned and researched, and that it is monitored and analyzed for optimization.

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