Transavia.com and Touchpoint Dashboard – Mini Case Study

About transavia.com & VoC Klantreizen Netherlands-based transavia.com is a low cost airline that offers charter and scheduled flights to more than 90 popular destinations around Europe and to the Mediterranean. It also offers other travel related services, including online hotel bookings, car rental and travel insurance.  Nearly 90% of its airline tickets are sold through […]

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Using Your Touchpoint Map as a Customer Experience & Brand Standards Training Tool

I was looking at a post I wrote a while back titled, “Finding Your Buried Treasure Points with a Touchpoint Map.” The gist of the post focused on how to best go about identifying our “Treasurepoints” – the points in the customer journey where customers need or expect more.  These points represent our golden opportunity […]

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Goldilocks & The Customer Journey Map – Finding a Map View That’s Just Right For You

You may never have thought to compare customer journey mapping with Goldilocks and the Three Bears, but just follow along… Earlier this week, I read a blog post on business2community.com titled, “Choosing What to Map.”  In her post, the author, Janessa Lantz, points to numerous benefits of customer journey mapping as part of a company’s […]

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Common Challenges of Journey Mapping

A couple weeks ago, we hosted the weekly #CXO Chat on Twitter. Our first post inspired by that week’s chat was about Using Journey Maps to Tell a Story. Today, we’ll share some of the common challenges of journey mapping, with credit to those mentioned by our Tweetchat colleagues during the CXO Chat. Here are […]

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Immersing Yourself in Your Customers’ World

We know that it’s important to create the customer journey map from the customer’s perspective. But how do we go about getting and incorporating that perspective? Once you’ve identified your touchpoints, you want to reach a good, solid understanding of what happens at those touchpoints and how your customers feel about their interactions and experiences. […]

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Using Journey Maps to Tell a Story

We hosted the weekly #CXO Chat on Twitter on Monday. What a great and insightful chat it was! If you don’t participate in, or at least observe, these chats, you should. Some of the smartest minds in the world of customer experience exchange thought-provoking tweets for an hour, starting at 12PM EST every Monday. One […]

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Employee Journey Mapping

If you Google the phrase “employee journey map,” the number of relevant results is actually very sparse. There’s a lot of focus on “employee lifecycle,” but what do organizations do with that. Is it actionable? Or do they use it in a way that can actually transform the employee experience and the organization’s culture? Do […]

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CEM – The Greatest Challenge

New Study Reveals 61% of Customer Experience Leaders Cite Customer Experience Management as Their Greatest Challenge Attention customer experience professionals!  What are the greatest challenges you face in your discipline?  If customer experience management tops your list, you’re not alone.  According to a recent study conducted by the Customer Management Exchange Network, 61% of the […]

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Cast Your Vote: Should Customer Journey Mapping Be a Project or An Ongoing Discipline?

Earlier this week, my colleague and I were discussing the idea of a customer journey map being a living, breathing thing.  This progressed into a debate about whether or not journey mapping should be looked at as a project or as an ongoing discipline, like CRM, for example. We concluded that it most certainly should […]

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