csrollyson + journey   88

Journey Mapping: 9 Frequently Asked Questions
One of the best reference posts on #customer #journey #mapping I've seen + Links to more. I use #agile #digital #ethnography for research-first or hypothesis-first approaches; it adds a lot of data cred to maps
journey  map  reference  howto  bullsi  csr19  FAQ  persona  stakeholder  executive  value  proposition  team  scope  focus  research  primary  secondary  nonprofit  government  tool 
4 days 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 
4 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 
6 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 
6 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 
6 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 
8 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 
10 days ago by csrollyson
10 Line Producer Tips That Will Get You On Time and Under Budget
Excellent detail about #line #producer role on #film #shoots - role and function - How to do it right (and wrong ;^)
line  film  production  producer  process  journey  shoot  accounting  project  management  howto  bullsi  exceptional  reference  budget  plan  director  equipment  talent  19eyz 
12 days ago by csrollyson
How to Find a Producer for Your Film, TV, or Theater Project
Basic but nice detail of the process of planning for and doing a search for your #executive #producer #film
19eyz  producer  howto  search  investor  film  bullsi  journey  process  guide  reference 
12 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 
18 days ago by csrollyson
Lessons Learned from the 15 Story Beats of My CENTS Kickstarter
SUPERB: In-depth analysis of #kickstarter campaign to finance #indie #film - and the roles of social media and email networks #investor #kudos ^cr
bullsi  investor  kickstarter  howto  lessons  learned  bullsi2  crowdfunding  email  social  media  story  journey  19eyz  finance  example  tactics  strategy  plan  twitter  facebook  hack  Business 
29 days ago by csrollyson
So You Want to Be a Film Producer? Checking in with Producer Lauren McBride and "Selah and the Spades" | Sundance Institute
Her first indie film as producer: Lauren McBride on how Selah and the Spades came to be and #lessons #learned galore ^cr
indie  film  feature  story  producer  writer  investment  journey  college  2018  19eyz  bullsi  lessons  learned  production  script  budget 
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
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
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 
6 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 an Empathy Map?
Short & sweet: How to use #customer #empathy #maps + example & tools #CX #journey
customer  journey  service  design  blueprint  empathy  map  example  howto  csr19  digital  analog 
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
6 Customer Journey Mapping Examples: How UX Pros Do It
Varied post and different approach: 6 UXers offer their experiences, points of view
customer  journey  map  example  pointofview  csr19 
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
Customer Journey Map | Service Design Tools
Reference service design site: 3 real analog example #customer #journey #maps + links to storyboards, service blueprints
customer  journey  map  example  service  design  reference  tool  europe 
8 weeks ago by csrollyson
How to create a customer journey map | MyCustomer
Solid all around: Why and how to build a #customer #journey #map + supporting artifacts #service #design #CX
customer  journey  map  howto  service  design  blueprint  stakeholder  q3  2018  value  proposition  collaboration  research  ethnography  social  media  interview 
8 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
MY CANCER JOURNEY - arlenecotter.com
Must-see very unusual emotional account of NHL treatment cancer journey
sh1  ws2  ws3  NHL  journey  surprise  exceptional  bullsi  death  family  friend  transplant  allogenic  2ndline  18sbx 
10 weeks ago by csrollyson
My Story - Two Strong
Pregnant mother learns she has DLBCL during first trimester. In remission after first line, but nice detail about pregnancy, home life with cancer
sh1  ws1  bullsi  blog  pregnancy  dlbcl  cancer  journey  18sbx  1stline  family  infection 
10 weeks ago by csrollyson
About Grady Vogt : My Cancer Story
Superb NHL patient blog, so authentic, and more raw than most, plus detailed. At present he is in remission after second line
nhl  sh1  bullsi  blog  journey  1stline  2ndline  18sbx 
10 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
Cancer and Dating: Excerpts from the Journal a Survivor Kept
Young lymphoma patient blog series on her journey; this post on dating during treatment is poignant and even funny
patient  journey  lymphoma  blog  18sbx  ws1  millennial  cancer  romance  dating  application  losangeles  travel  ATC 
12 weeks ago by csrollyson
My Experience With Lymphoma - The Atlantic
Detailed patient journey with Lymphoma in his brain; deciding on treatment options, weighing life decisions, physical and emotional impacts
lymphoma  patient  story  journey  brain  sh1  2016  transplant  family  community  treatment  diagnosis  work  bullsi  support  18sbx 
12 weeks ago by csrollyson
21 Days Times 6
Very long, detailed blog of patient's journey from 2012; she is articulate and detailed, discussions of physician involvement from PCP to oncologist to ATC
patient  journey  DLBCL  lymphoma  chemotherapy  canada  18sbx  blog  ws1 
12 weeks ago by csrollyson
Survivorship: After Non-Hodgkin Lymphoma Treatment Ends
NHL patient and her oncologist share their perspectives on treatment, 6 rounds RCHOP, using patient's case as context. CAR-T mentioned
patient  oncologist  interview  video  bullsi  cartcell  NHL  journey  RCHOP  chemotherapy  emotion  18sbx 
12 weeks ago by csrollyson
Stranger Than Fiction: Death and Taxes, and the Meaning of Life – Jessica Davidson
Film depicts protagonist going through dark night of the soul without realizing it
review  film  darknight  hero  journey 
september 2018 by csrollyson
NONPROFIT TOUCHPOINTS – FOUR TIPS FOR CREATING CHAMPIONS | LinkedIn
Very useful for #nonprofit #marketers: How to use #donor touchpoints to improve donation rates
nonprofit  service  design  journey  touchpoint  bullsi  social  media  donor  fundraising  csrblogcomment 
february 2018 by csrollyson
The epic journey of American voters – Civic Designing – Medium
A design analysis and explanation for low voter turnout: Surprise, the process is broken!
voting  usa  design  example  exceptional  process  analysis  journey  map  persona  politics  county  employment  logistics  moving  government 
october 2017 by csrollyson
Tarot and the Hero’s Journey Series – Jessica Davidson
Superb description of the eternal, mythical Hero's Journey; presents symbols in Tarot
hero  journey  soul  spirit  collective  unconscious  ccjung  egypt  europe  tarot  archetype  psychology  astrology  reference  bullsi  mythology 
december 2016 by csrollyson
Describing Personas — Medium
[commented] The dangers of using artificial demographics in #user #experience #design #research
csrblogcomment  design  experiential  social  media  marketing  persona  journey  research  analysis  howto  user  empathy  cx  experience  sochap  2csra  cco  2cdo 
may 2016 by csrollyson
Compass for Better Customer Experience
[commented] Useful: Boost #CX by reorienting B2B #marketing #sales #customer #service around buyer journey
customer  experience  sales  b2b  Q1  2016  journey  service  marketing  alignment  pointofview  empowerment  model  cco  cdo  cmo  ceo  csrblogcomment 
february 2016 by csrollyson
Why Customer Success Means the End of Salespeople | Brian de Haaff | LinkedIn
[commented]Great example of #customer #experience embedded in firm culture: their CS team not driven by $$ but desire to help
customer  success  experience  example  software  b2b  sales  outcome  exceptional  sochap  csrblogcomment  travel  journey  mission  2016  Q1  cco  cdo  2cdo 
february 2016 by csrollyson
Let Customers Decide in a Push Me, Pull Me World
Marketer muses abt customer experience of brand; concludes to let customers have control #kudos
marketing  customer  journey  inbound  outbound  brand  example  Q1  2016  pointofview  sport  cco  cmo  sochap 
january 2016 by csrollyson
The Customer Engagement Model | Nello Franco
Excellent #customer #experience|#success engagement model details phases + interactions
customer  engagement  experience  success  model  howto  enterprise  software  Q1  2015  ROI  journey  cco  strategy  reference  cmo 
january 2016 by csrollyson
7 Technology Trends Transforming Consumer Communication - Salesforce Marketing Cloud Blog
Recap of "7 transformative trends" changing relationships between firms and people + useful journey image
journey  customer  2014  image  digital  transformation  mobile  enterprise  brand  cmo  cco  cdo 
december 2015 by csrollyson
Service Design: A Marketer's Secret Weapon
SUPERB Intro to #service #design for CMOs: valueprop + key tools, examples #kudos @challis
service  design  marketing  artifact  reference  customer  experience  organization  journey  delivery  exceptional  2cco  2cdo  cco  cdo  value  proposition  career 
october 2015 by csrollyson
The Relationship Between Customer Engagement, Loyalty And Revenue
How #customer #loyalty can grow revenue [statistics, process, product]
avocate  marketing  journey  q4  2015  loyalty  customer  experience  b2b  cco 
october 2015 by csrollyson
Journey Mapping the Customer Experience: A USA.gov Case Study
Excellent step-by-step description of gov't mapping for 1 persona + good pics, example #UX #CX #kudos
customer  experience  service  design  casestudy  government  journey  map  q3  2015  infographic  2chcuo  exceptional  website  call  center  email  interaction  cco 
september 2015 by csrollyson
11 most important ecommerce metrics to keep an eye on
List of ecommerce customer acquisition & operations metrics (no discussion or how-to)
ecommerce  list  metrics  customer  acquisition  lifetime  value  journey  clickthrough 
july 2015 by csrollyson
Churn prevention: How Help Scout keeps monthly churn rate below 1%
Interview with founder of customer service startup with 1% churn rate; customer journey experience context
customer  retention  journey  onboard  churn  interview  service  experience  software  product  content  marketing  acquisition  cost  organic  2sbs 
july 2015 by csrollyson
The Scientific Guide to Pinterest Marketing
Excellent guide to using #Pinterest for business includes data, analysis, stats #kudos
pinterest  reference  q2  2014  guide  marketing  analysis  bullsi  comparison  linkedin  twitter  instagram  facebook  statistics  journey  product  brand  color  image  howto  Platform 
march 2015 by csrollyson
10 Reasons Why Losing Your Sh*t Will Make Your Life Come Together
Flat out terse, brilliant and true. It'll resonate with you or someone close to you. Right now #kudos
moratorium  journey  emotion  breakdown  pointofview  howto  exceptional 
february 2015 by csrollyson
Mapping the Customer Experience Journey in the Internet AgeWinTheCustomer!
[commented]How the #customer #journey map is showing its age & what to do about it #kudos @flavmartins
customer  experience  csrblogcomment  omni  channel  journey  map  digital  social  media  store  ecommerce  mobile  relationship  sochap 
october 2014 by csrollyson
The Importance Of Employee Engagement In Digital Customer Experience
YES=>Shows how employee experience affects #customer #experience + examples, links to research
employee  customer  engagement  experience  retail  ecommerce  example  airbnb  store  furniture  journey  research  loyalty  community  starbucks  q4  2014  cmo  marketing  social 
october 2014 by csrollyson
Mobile Customer Experience: 3 Game Changers Revisited [Analyst Blog] - Genesys Blog
USEFUL: USA #mobile displacing email/phone/Website: report shows #omnichannel across #customer #experience lifecycle
customer  experience  adoption  mobile  usa  smartphone  tablet  disruption  website  telephone  email  omni  channel  LBS  journey  life  cycle  Statistics  research  webcast 
september 2014 by csrollyson
Help, I Need a New Lawn Mower – The New Consumer Path to Purchase. | Ignite Social Media
SUPERB educated yet personal account of "social decision journey": note focus on #customer #outcome not product #kudos
customer  experience  usecase  outcome  example  exceptional  home  residence  lawn  casestudy  journey  retail  omni  channel  ecommerce  family  decision  consumer 
august 2014 by csrollyson
Influencer Marketing: The Biggest Mistake You Can Make
Useful: How #marketing thinking can sabotage attempts at #influencer engagement & #sales results
influencer  advocate  marketing  pointofview  klout  q3  2014  customer  journey  2sbs 
august 2014 by csrollyson
What’s your COI—or ‘cost of ignoring’? — Gigaom Research
CMOCouncil report: State of #SocialMedia at auto brands/carmakers: doesn't say it but implies #relationship is key Thx @dgingiss
automotive  social  media  report  research  summary  brand  CMO  journey  customer  experience  service  loyalty  deal  channel  strategy  q1  2014  2cdo  business  digital  relationship  trust  2sbs 
march 2014 by csrollyson
Consumer decision journey
Great use of pinterest by management consultancy: trove of infographics re: customer decision journeys
pinterest  platform  b2c  b2b  customer  client  journey  infographic  mckinsey  management  consulting  example 
january 2014 by csrollyson
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