csrollyson + experience   657

CX Day in government: How we all shape the customer journey | GSA
Quick example of #government #agency GSA adopting #customer #journey #maps within the #GSA and its sister agencies #CX
customer  experience  government  federal  GSA  example  csr19  supplier  journey  map  howto  agency 
1 hour ago by csrollyson
Creating a Holistic Visitor Experience | AASLH
[commented] Insightful story about museums discovering the power of member #journey #experience #maps for #museum #visits #customer #CX
customer  member  experience  journey  map  example  museum  tennessee  csrblogcomment  csr19  history  heritage  touchpoint 
1 hour ago by csrollyson
On the Road - Inova Fair Oaks Hospital - The Beryl Institute - Improving the Patient Experience
Inspiring #casestudy of a #patient #experience #journey initiative at a Virginia #hospital + example #service #design artifacts #healthcare #cx
patient  customer  experience  journey  map  example  casestudy  hospital  virginia  emergency  hall  collaboration  reflection  healthcare  service  design  csr19 
1 hour ago by csrollyson
Touchpoint | Service Design and CX: Friends or foes?
Spring 2016 Touchpoint focuses on similarities and differences b/t #service #design and #customer #experience #CX
service  design  touchpoint  customer  experience  journal  Q2  2016  comparison  pointofview  marketing  advertising  model  philosophy  approach  Insight  csr19 
2 hours ago by csrollyson
Mapping the experience of families at the ER | Highland Solutions
Example of #customer #journey #map project for Wisconsin children's hospital, the process and outcomes; BTW #agile #digital #ethnography broadens results with 100s of customer discussions #CX
customer  experience  journey  map  casestudy  example  wisconsin  children  hospital  process  outcome  healthcare  physician  marketing  emergency  csr19 
5 days ago by csrollyson
Make your journey maps measurable with customer journey analytics
[commented] Pitches the importance of basing #customer #journey #maps on real data, not on boardroom-created models
customer  experience  analytics  journey  map  debunk  bullsi  data  transaction  omni  channel  example  telecom  csrblogcomment  call  center  trigger  jtbd  kpi  behavior  csr19 
7 days ago by csrollyson
Ultimate Guide to Customer Experience Mapping: How to Map the CX from Start to Finish – NGDATA
Superb post compares #customer #experience maps to #journey #maps, shows when to use each, then how to build #CX map; BTW #agile #digital #ethnography speeds & improves this process
customer  experience  map  journey  comparison  reference  bullsi  csr19  howto  value  proposition  2017  data  social  media  sales  retail  transaction  example  template  omni  channel  touchpoint  emotion  research  persona  interview  forum  support  call  center  design 
7 days ago by csrollyson
6 Ways to Make Sure Your Journey Maps Improve Customer Experience
After your #journey #map - How to herd the cats and put it into practice to improve #customer #experience across touchpoint #trust #CX #design
customer  experience  journey  map  change  management  trust  stakeholder  governance  measurement  touchpoint  csr19 
7 days ago by csrollyson
You Need to Know the TRUTH About Customer Empathy!
Yes! Implies that many #customer #experience efforts are biased to the positive and asserts that truly effective #CX is based on empathy and honesty [don't fear the negative]. #Agile #digital #ethnography discovers the whole spectrum
customer  experience  touchpoint  csr19  bullsi  empathy  honesty  retail  register  example  emotion  policy  negative  exception 
9 days ago by csrollyson
Customer Journey vs. Customer Experience vs. Employee Experience ~ Future of CIO
Concisely shows that #customer #experience depends on #employee #engagement and recommends creating #journey #maps for employees & customers #CX
customer  experience  employee  engagement  journey  map  2015  csr19 
9 days ago by csrollyson
Suck Less, One Touchpoint At A Time
Improving #customer #experience need not be dramatic to have impact: Airline redesigned their boarding pass. Agile digital #ethnography efficiently discovers customer friction #cx
customer  experience  touchpoint  service  design  airline  example  interaction  csr19 
9 days ago by csrollyson
Patient Experience Study | GE Healthcare & Prophet
Survey of US #healthcare patients & providers reveals grim #patient #experience: providers think they're doing okay, but patients disagree. BTW, firms can improve studies with #agile #digital #ethnography (it's more patient-centric ;^) #CX
patient  experience  healthcare  usa  survey  marketing  research  report  Statistics  2016  customer  csr19 
11 days ago by csrollyson
Better patient experience hinges on improving financial journey
From the Duh Dept: To improve #patient #experience, transform #financial experience, transparency. BTW, firms can improve studies with #agile #digital #ethnography (it's more patient-centric ;^) #CX
healthcare  usa  patient  experience  finance  insurance  payer  stream  2018  survey  customer  Research 
11 days ago by csrollyson
Journey mapping as a tool to transform patient experience | AMS Insights
Example: legacy qualitative market research relies on few participants for interviews, diary studies & surveys: #agile #digital #ethnography improves research design by evaluating much more patient experiences
patient  customer  experience  marketing  survey  dairy  interview  traditional  healthcare  research  primary  journey  map  qualitative  knee  surgery 
11 days ago by csrollyson
Attention, Filmmakers: Your Website Sucks! | IndieWire
Focused on #indie #film websites but hooks into overall marketing & #distribution strategy #kudos
independent  film  marketing  distribution  audience  plan  strategy  website  email  list  gotcha  pitfall  design  reference  exceptional  howto  guide  social  media  goal  personality  user  experience  global  rights  management  19eyz  Business 
18 days ago by csrollyson
Common Mistakes During Customer Journey Mapping
How many of these do you know? Very useful post reveals common #journey #map #pitfalls - No.1 is having too much product focus #cx [commented]
journey  map  howto  pitfall  list  csrblogcomment  q2  2019  product  brand  emotion  model  design  research  exception  csr19  customer  experience 
19 days ago by csrollyson
Market Research Methods
Briefly mentions social within context of secondary market research, then discusses surveys, focus groups, interviews, observation, and field trials in the UX sense
marketing  research  quantitative  qualitative  primary  secondary  comparison  howto  csr19  reference  twitter  user  experience  customer 
25 days ago by csrollyson
Health Online 2013 | Pew Research Center
Long in the tooth but useful; most findings have likely increased as online/digital adoption deepens
2013  healthcare  online  behavior  research  patient  customer  Experience 
4 weeks ago by csrollyson
The New Face of Audience Journey Mapping in Healthcare - Forum for Healthcare Strategists
POV espouses using "brand journalism" to reach consumers earlier in their decision journeys; cites 83% [all] customers access digital/web late in their journeys; 33% healthcare patients self-diagnose online
healthcare  marketing  customer  patient  experience  pointofview  journey  content  q3  2018 
4 weeks ago by csrollyson
Our Focus Areas | Rightpoint
Rightpoint has morphed into a CX and design agency
customer  experience  design  agency  chicago  usa  csr19  strategy  insight  Research  consulting  firm 
4 weeks ago by csrollyson
CLEVER°FRANKE - Approach
Design firm uses data analytics to inform its strategy and design services
design  customer  user  experience  data  analytics  chicago  utrecht  digital  csr19  consulting  firm  agency 
4 weeks ago by csrollyson
Capabilities | The Connell Group
Customer insights firm specializing in pharma and life sci
customer  insight  experience  agency  consulting  firm  chicago  csr19 
4 weeks ago by csrollyson
Customer Success & Retention Consulting | Waterstone
Specializes in hightech clients + migrating trad techs to cloud, hence customer success focus
customer  success  experience  consulting  firm  chicago  sanfrancisco  hightech  csr19 
4 weeks ago by csrollyson
The Re-Wired Group
Michigan-based #JTBD consultancy serves a wide spectrum of clients, focused on #JTBD for #innovation #product #development #cx
jtbd  consulting  firm  michigan  innovation  product  design  customer  user  experience  Research  csr19 
5 weeks ago by csrollyson
Personas vs. Jobs-to-Be-Done
Very useful comparison of #JobsToBeDone and #personas for #customer & #user #experience - shows each artifact's strengths/weaknesses + how to use them together #JTBD #CX
jtbd  design  customer  user  experience  csr19  outcome  persona  comparison  service  bullsi  reference  howto 
5 weeks ago by csrollyson
How to Boost the Power of Your Customer Journey Maps | LinkedIn
How to amp up customer experience with #journey #maps - where most map efforts fail, now you can outperform
customer  experience  journey  map  csr19  linkedin  howto  social  media  ethnography  research 
6 weeks ago by csrollyson
How to Create Your Customer Journey Map and Optimize the Touchpoints
The importance of #touchpoints in #customer #journey #maps - How to use & optimize them, some good examples + map software suggestion #CX
customer  experience  journey  map  touchpoint  example  tools  software  retention  statistics  business  impact  csr19  q4  2018 
6 weeks ago by csrollyson
The Customer Journey Map: Why It’s Essential - CMNTY Blog
Striking: Post on why/how to create #customer #journey #maps is NOT customer-focused. Sadly, this is the rule, not the exception #CX
brand  customer  journey  map  platform  experience  CSR19  howto  tools  value  proposition  example  organization  usecase 
6 weeks ago by csrollyson
Should Social Media Affect Your Customer Journey Map? - CX Social
Brand-centric: Advocates using #socialmedia as part of #customer #journey #maps BUT doesn't use it to create the model
customer  journey  map  social  media  usecase  2017  Experience  csr19  brand 
6 weeks ago by csrollyson
How Create a Customer Journey Map, Customer Journey Map Templates
Short and solid how-to guide for researching and creating #customer #journey #maps #CX
customer  journey  map  social  media  experience  csr19  howto  template  tool  research 
6 weeks ago by csrollyson
Visual Guide to Customer Journey Mapping Process
Good detail of analog trad process of #customer #journey #mapping + compares journey maps to #service #blueprint experience maps, others #CX #research
service  design  customer  user  research  journey  map  howto  guide  blueprint  comparison  experience  process  marketing  automation  value  proposition  csr19 
6 weeks ago by csrollyson
An introduction to customer research (a 3,000-word guide) – Econsultancy
Solid #customer #user research how-to guide includes using #ethnographic #research with trad quantitative & qualitative research #CX
customer  user  experience  research  guide  2017  lean  guerrilla  ethnography  survey  focus  group  howto  website  tools  qualitative  quantitative  CRM  csrblogcomment  csr19 
7 weeks ago by csrollyson
The Lifecycle of a Washing Machine: Transforming the Customer Experience for a Home Appliance Manufacturer | Doblin
Doblin #customer #experience research for global white goods brand: [conclusions] "#socialmedia #analysis can be used to determine & uncover an incredibly wide range of research questions and help determine and prioritize the most useful next steps."
customer  experience  digital  anthropology  appliance  home  product  washing  machine  2017  social  media  journey  map  brand  doblin  deloitte  bullsi  exceptional  csr19 
7 weeks ago by csrollyson
What is Customer Journey Mapping? The Complete CX Network Guide | CX Network
Solid high-level post on why to use #customer #journey #maps + how to orchestrate the effort + pitfalls & links #CX
customer  experience  journey  map  value  proposition  approach  reference  persona  brand  enterprise  pitfall  csr19 
7 weeks ago by csrollyson
How to Pick the Best Customer Journey Analytics Platform for You
Yes, a pitch for their platform but head/shoulders above most other posts. Enterprise viewpoint, uses true analytics to inform #customer #journey #map creation & optimization
customer  experience  journey  map  persona  enterprise  software  platform  vendor  analytics  exceptional  organization  data  marketing  automation  comparison  analysis  reference  bullsi  example  image  IT  csr19 
7 weeks ago by csrollyson
How to Put Customer Research to Work
Details issues around #customer #journey #maps & #personas; asserts that most are one-offs & various versions proliferate & recommends using a central repository (theirs ;^). #marketing #cx #ux silos
customer  user  experience  journey  map  persona  enterprise  software  application  howto  csr19  image  organization  marketing 
7 weeks ago by csrollyson
What is a Customer Journey Map? [Free Template Download] | Mightybytes
Excellent step-by-step example/explanation for how @mightybytes created a #customer #journey #map for a new service + tool recommendations #CX
customer  journey  map  example  hosting  service  reference  bullsi  tools  template  image  experience  digital  csr19 
7 weeks ago by csrollyson
Nine sample customer journey maps – and what we can learn from them | MyCustomer
Useful relatively short how-to create and grow your #customer #journey #map. High-level steps, sound advice & examples from sev. firms #kudos
howto  customer  journey  map  example  reference  image  csr19  experience  persona  advice 
7 weeks ago by csrollyson
How to Conduct Research for Customer Journey Mapping
Exceptional how-to guide for conducting qualitative customer experience research, supplemented with quantitative + links #journey #map #CX
customer  experience  journey  map  research  method  comparison  qualitative  quantitative  survey  interview  social  sentiment  analysis  howto  reference  exceptional  field  study  analytics  csr19  bullsi 
7 weeks ago by csrollyson
Marketing myopia - Wikipedia
Overview of the impact of the seminal HBR paper first published in 1960; argues against the [still] prevailing brand tendency to focus marketing on brand, not customer experience #CX
marketing  reference  brand  egotism  customer  experience  user  debunk 
9 weeks ago by csrollyson
Signet Sibyl
Survey software for customer or employee experience or success applications
user  customer  experience  success  vendor  survey  employee  software  platform 
9 weeks ago by csrollyson
How to Create an Effective Customer Journey Map [Examples + Template]
Simplistic but still useful explanation of customer #journey #map value proposition and how to create maps + templates #CX
journey  map  customer  experience  service  design  example  value  proposition  reference  template  b2b  b2c  restaurant  realestate  model  howto  marketing  ecommerce  website  blueprint  csr19 
9 weeks ago by csrollyson
The 50 Best Customer Journey Mapping Software Tools – NGDATA
Wide array of #journey #mapping software and collaboration tools spans global vendors & independents #CX
journey  map  customer  experience  software  tool  list  reference  persona  collaboration  csr19 
9 weeks ago by csrollyson
Service Design: Consumer Journey Mapping
Why and how to use #journey #mapping for customer experience improvement #cx + examples #service #design #CX
service  design  customer  experience  journey  map  persona  value  proposition  example  process  transformation  omnichannel  csr19 
9 weeks ago by csrollyson
Lympho Bob: CAR-T posts
Voluminous blog of NHL patient includes his opinions and thoughts about CAR-T; he has NOT had CAR-T, was cured in 2010-2011
sh1  blog  nhl  patient  journey  experience  bullsi  2010  18sbx 
10 weeks ago by csrollyson
Independent Retailers and the Changing Retail Landscape | U.S. survey | Nov. 2017
U.S. national small local retailers talk about how big-box and online retailers impact their businesses + results may surprise you
business  economic  development  19jam  survey  usa  smb  small  owner  2017  q4  bullsi  amazon  online  local  realestate  zoning  commercial  ecommerce  chain  retail  Competition  substitution  relationship  customer  experience  community 
11 weeks ago by csrollyson
He thought white men were vanishing from TV. I disagreed. So we conducted an experiment. - The Washington Post
Refreshing! => A great example of how imagination becomes "reality" and how intelligent conversation led to new conclusions
gender  race  tv  experience  discussion  advertising  program  divorce  imagination  culture  men  women  diversity  isolation  family  social 
july 2018 by csrollyson
Why Students Hate School Lunches - The New York Times
Why legislating healthy food doesn't work + Reflections on what we must change #school #lunch #obesity
children  teen  cook  tween  school  home  cooking  drivetotrust  comparison  france  usa  japan  meal  eating  experience  fat  relationship  food  culture  lunch  government  legislation  obesity  crisis  cafeteria  health  cooktohealth 
april 2018 by csrollyson
Las Vegas downtown self-driving shuttle review
Reporting on #driverless #autonomous #bus shuttle in #Las Vegas #Transit
autonomous  car  lasvegas  pilot  2017  q4  bus  transit  taxi  customer  experience 
february 2018 by csrollyson
Whole Foods complaints about produce quality since Amazon deal - Business Insider
Customers perceive produce quality and stock availability noticeably dropping since @amazon bought @wholefoods
amazon  wholefoods  customer  experience  q4  2017  quality  produce  fruit  vegetable  stock  store  price  acquisition  management 
january 2018 by csrollyson
Science Says Fitness Trackers Don't Work. Wear One Anyway | WIRED
Argues that fitness trackers’ poor track record ;^) due to studies’ use of old devices; app designs better plus more sensors make for better UX CX
fitness  tracker  wearable  study  workout  behavior  economics  application  design  research  motivation  example  Q4  2017  software  addiction  user  customer  experience 
december 2017 by csrollyson
Temple Grandin: "The Autistic Brain" - YouTube
Her own story with autism, journey, learnings and wisdom; fascinating and informative
autism  disability  video  brain  science  story  experience  philosophy  illinois  farm  agriculture  family  research 
october 2017 by csrollyson
A part of something bigger - Iora Health
MUSTread employee story about joining @iorahealth & its mission to humanize #healthcare
iorahealth  transformation  healthcare  story  employee  experience  symptom  diabetes  2015  mission  vision 
september 2017 by csrollyson
Don't be surprised by these hidden college costs | KGW.com
Non-tuition costs that can surprise #college #students & how to minimize their impact
finance  cost  college  list  howto  16ccc  bullsi  plan  experience  social 
august 2017 by csrollyson
Study Breaks Magazine
Useful posts on many aspects of the college experience
college  life  plan  reference  blog  16ccc  experience 
july 2017 by csrollyson
CMOs don't need more tech...
[comment] What #CMOs need more than #martech #CDO #CIO
csrblogcomment  marketing  cmo  hightech  martech  customer  experience  persona  jtbd  vendor  ecosystem  cdo  cio  cco  leadership 
may 2017 by csrollyson
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