Three Keys to Effective Customer Journey Mapping

This the third in what I am planning to be a four-part series on service design, persona-based customer journey mapping, activating customer journey maps, and optimal future experience visioning. Given that we’ve set the framework for service design and persona-based journey mapping in prior posts, I...

Persona-based Customer Journey Mapping Infographic

Persona-based journey maps serve as a research and design tool to understand the current journey of core customer segments and to find opportunities to make improvements that add value for those groups.

What is Persona-Based Customer Journey Mapping?

Persona-based customer journey mapping helps you understand core customer segments so you can add value to these groups. As promised, this weeks’ blog is a continuation of last week’s post titled Aim Before You Fire. In that post, I shared my thoughts on the importance...

The Discipline of Service Design {Infographic}

A specific domain of experience design is service design. Let’s look at what's needed to craft service experiences (influenced by people, process, and technology) that will engage customers, increase consumer spend, fuel loyalty, and drive referrals.

Aiming Before You Fire – Patiently Seeking Input to Guide Service Design

Recently I wrote a blog in which I offered my definition of experience design. From my vantage point, experience design is one of the core competencies of human-centric organizations along with human-centric culture, customer listening/understanding, effective change management, and productive use of customer-focused metrics. I am...

Your Keys to Outstanding Experience Design

Experience design keys for the future. My work in customer experience design has spanned decades, industries, and continents. That said, there are certain sectors where my team and I have spent a lot of time –not least of which are automotive, hospitality, financial services, building trades,...

If Only Someone Had Told Me Sooner!

I recently heard an interview with a very successful colleague who I had the good fortune of working with, in a mastermind group as a young speaker/consultant. My colleague was asked what he wished someone had told him earlier in his career? Realizing I had...

Branded Customer Experience Delivery

P or B? Unique Value, Elasticity, and Branded Customer Experience Long before the iPod, iPad, and iPhone, there was an “I” brand from my youth that had a strong and unique brand image. With its narrow restaurant layout, high pitched distinctively blue roof, and tables adorned...

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