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Tag: customer journey map

Brand Asset Valuator

Posted in Brand, Brand Experience, Business Strategy, and Customer Experience

Brand Asset Valuator (BAV) is a metric applied for the measurement of brand value of an entity. BAV was developed by Young and Rubicam. BAV…

Customer Journey Map Metrics

Posted in Brand, Brand Experience, Business Strategy, Customer Experience, and Customer Insights

Customer journey maps are a visualization of the journey that your customers go through to understand and engage with your organization. They tell a story…

Capture the Hearts to Change the Minds and Win Your Customers

Posted in Customer Experience, Customer Insights, Emotional Design, and Experience Design

Humans are irrational. We think we make rational decisions but science tells us we are incapable of making rational decisions. We cannot make a decision without…

Design Thinking Metrics

Posted in Customer Experience, Design Thinking, and Experience Design

Design Thinking is a discipline – a mindset. A way of thinking – not a process. Thinking like a designer, Design Thinking applies the designer’s…

UX Stories

Posted in Customer Experience, and Experience Design

In UX Stories Communicate Designs, Sarah Gibbons shares with us: Stories are a natural part of our lives. We tell, read, and listen to stories…

How to Get from Information to Meaning: From Data to Journey Maps

Posted in Customer Experience, Customer Insights, and Data Science

From the article,”To Understand Consumer Data, Think Like an Anthropologist” in From Data to Action: a Harvard Business Review Insight Center Report, Susan Fournier and Bob…

Big Data Insights Improve Customer Journeys and the Bottom Line

Posted in Customer Experience, and Customer Insights

Is big data enough? Aggregate numbers can tell you a lot, but they say very little about how individual customers are thinking and talking about…

Group Personas

Posted in Experience Design

In some cases, you may only need to define a limited set of primary and secondary personas. It may be important to make the distinction…

Personas, Journey Maps, Service Blueprints, and Innovation

Posted in Customer Experience, Customer Insights, Design Thinking, Experience Design, Innovation, Product, and Service Design

Personas Personas help you specify the context of use by identifying the people who will use your solution, what they will use it for, and…

Jeanne Bliss’s Five CX Competencies Transform Your Experience

Posted in Business Strategy, Customer Experience, Innovation, and Leadership

Jeanne Bliss shares with us in her post Five CX Competencies Transform Your Experience: CUSTOMERS AS ASSETS Your focus is to get leaders to make…

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