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Tag archive for: customer journey map

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…

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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…

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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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Experience Design and the Sixth Sense

Posted in Emotional Design, and Experience Design

When designing experiences – regardless if it is for a place or event or product or service – you think about how it will be…

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Persona Walkthrough

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

The other day I was helping a good friend and colleague with a “persona walkthrough.” A persona walkthrough is when you “walkthrough” your experience assuming…

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How to Win I-Want-To-Buy Moments

Posted in Analytics, Brand, Customer Experience, Design Thinking, Experience Design, and Voice of the Custostomer

In a Think with Google I-Want-to-Buy Moments: How Mobile Has Reshaped the Purchase Journey blog, they shared five tips to win micro-moments. I supplemented them…

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Tailor Customer Insights to Prioritize Actions

Posted in Business Strategy, Customer Experience, Customer Insights, and Voice of the Custostomer

Just as we discussed how to chart satisfaction and value, you can do the same with tailoring your customer insights to prioritize actions. Somewhat like…

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Word of Mouth Strategies and Tactics

Posted in Customer Experience, Customer Insights, and Voice of the Custostomer

Source: Modern Comments Customer Feedback Stats From Medipost’s Let’s Rethink How Advertising Works: “As far back as 1966 the phrase “word of mouth advertising” was…

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Six Steps to Building a Customer Journey Map

Posted in Analytics, Brand, Customer Experience, and Customer Insights

Danny Peters is Customer Experience consultant at Conexperience, specializing in Customer Journey Mapping and Customer Experience Management. He posted 6 Steps to Build a Customer…

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Cross-Channel Attributes and the Customers’ Journey

Posted in Analytics, Brand, Customer Experience, and Customer Insights

“Attribution helps brands track their marketing and media efforts more accurately and show how they impact the overall business.” Daniel Kehrer, VP Marketing at MarketShare, posted…

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