Creating an experience map of a problem provides a nuanced way of exploring your challenge and developing a dynamic model for addressing it. In Vermont, where I live, it’s fun and eye-opening to go ...

An experience map is a representation of your customers' experience in their different interactions with your company. The representation can take the form of a series of sticky notes, a flow diagram, ...

A customer experience journey map, or customer experience map, illustrates all of the touchpoints a customer has with a brand as they weave through the marketing funnel across all of the brand’s ...

Customer experience (CX) has been getting people's attention lately. "The new battlefield," declared a post on Gartner's website this past February, noting that 89 percent of the companies surveyed by ...

A little-known system called My Maps has just been updated by Google for Google Maps. What you're able to do – and what I'll be showing you here – is take what Google has made with Google Maps and add ...

A growing number of B2B businesses are claiming to be customer-centric – but before you add, “we put our customers at the heart of everything we do” to your core messages, is your customer experience ...

For many companies, the particular products and services they produce are no longer enough to differentiate them from the competition. Differentiation must therefore be derived in some other way. One ...

Last, and perhaps the most important, it should include the type of emotion the customer expresses or feels during each of these stages. If a 20-something male is feeling annoyed in the car dealership ...