6 Tools to Create a Clear Line of Sight to Customers

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX Journey™ on September 4, 2014. Do your employees have a clear line of sight to your customers? What do we mean by “line of sight?” Simply put, it’s the straight line between you and your target. In […]

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Your Most Important Training Tool

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX Journey™ on August 1, 2014. Did you know that the most important and most powerful training tool, the one that’s going to help your employees deliver a great customer experience, is a customer journey map? Does that […]

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Empathy, Journey Mapping, and the Platinum Rule

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX Journey™ on May 1, 2014. There’s been a lot of talk this year about empathy and the customer experience. What’s empathy? Merriam-Webster defines empathy as: the feeling that you understand and share another person’s experiences and emotions; […]

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Do You Know Who Your Customers Are?

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX JourneyTM on April 4, 2014.  Do you really know who your customers are? Do you refer to them – or talk about them – as “target segments” or “target customers” or “target demographics?” Guess what? Your […]

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Focus on Customer Journeys, not Just on Touchpoints

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX JourneyTM on February 6, 2014. It’s simple. Customer experience is a journey. In your customer experience improvement and design efforts, while it’s important to look at individual touchpoints, moments of truth, interactions, channels, etc., it’s more […]

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Your Customer Experience is Only as Strong as the Weakest Link

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX JourneyTM on January 7, 2014. Where are you on your customer experience journey? Well down the path or just starting? Regardless of where you are, I know journey maps are in your future. Let’s start with […]

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Plotting the Customer Journey to Keep a Promise

Today’s post is by guest blogger Annette Franz; her post is a modification of one that appeared on CX JourneyTM on November 29, 2011. It’s a known fact: journey mapping plays a crucial role in defining your overall customer experience strategy. So, where do we begin? Let’s go back to your brand promise. Recall that […]

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A Sticky Debate… Journey Mapping with Post-It Notes. Yes or No?

There are a lot of ways to create customer journey maps, so how do you know which method is best?  It can be confusing, we know!  Some formats and tools may work better for you than others – it all depends on how you plan to use and share your journey map and its findings. At […]

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Is Your Journey Map More Than Just A Pretty Picture?

Mapping with Touchpoint Dashboard vs. Office Tools Customer experience professionals have shared these gripes about their experiences using Excel, Visio, PowerPoint, Post-It Notes and other tools to design customer journey maps: “I’m not sure how to get started — what’s the layout supposed to look like?  Maps are too hard to update and take too […]

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Share for Success: Using Touchpoint Dashboard to Drive Organizational Change

Editor’s Note:   Several of our clients have asked us to provide more examples of how others use Touchpoint Dashboard to support their customer experience initiatives.  As a result, we’ve launched our “Share for Success” blog series.  We’re pleased to share another insightful use case here.   If you haven’t yet checked out our inaugural post, you’ll […]

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