An experience map is a representation of your customers' experience in their different interactions with your company. The representation can take the form of a series of sticky notes, a flow diagram, ...

When implementing our quality assurance systems, we discovered that customer experience mapping was an exciting side benefit. We mapped out our job and service processes using step-by-step prompts to ...

You’ve probably heard the term “Customer Experience Map” being touted these days in the business world. So, what is it? A Customer Experience Map is a diagram, or several diagrams, that illustrate the ...

Creating an experience map of a problem provides a nuanced way of exploring your challenge and developing a dynamic model for addressing it. In Vermont, where I live, it’s fun and eye-opening to go ...

When I sat down to write this, I was reminded of an experience I had. I was on my second call of the week with an executive interested in a B2B customer experience map. This senior exec had a mid-size ...

Keeping up with the modern consumer’s changing tastes can be a challenge, but business depends on it. Customers are interacting constantly with brands across multiple channels and platforms, with many ...

There’s no one single way to create a customer journey map. See how brands are approaching journey mapping today in strategic, emotional and goal-driven ways. What’s in your abandoned cart? From a ...

Creating an exceptional customer experience requires time, effort, and attention to detail. It’s critical to understand customers, customer expectations, and have the right process to ensure that ...

Steve Jobs once famously said, "You've got to start with the customer experience and work back toward the technology — not the other way around." What I love about this statement is that it highlights ...