Articles
Tag: cxmjourneys
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4 Steps Toward an Improved Customer Journey
The old adage, “The customer is king,” still applies in today’s digital world. While the objective of obtaining and maintaining customers remains the primary goal, the rules of engagement have changed.
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Wrap Up: The Customer-Centric Approach to Customer Journey Mapping #CXMHangout
It's a funny thing about people: they rarely do what you predict or what you want them to do. If you remember that customers are people then you've got a good starting point for customer journey mapping. CMSWire hosted a Google Hangout on the ins and outs of customer journey mapping and the panel agreed on many points, the main being
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Google Hangout Reminder: Understanding the Customer Journey #CXMHangout
The time is upon us! In just under an hour we will be gathering for CMSWire's Understanding the Customer Journey Hangout.
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CMSWire's Google Hangout: Understanding the Customer Journey #CXMHangout
Companies all over are jumping on the Customer Journeys strategy in hopes that it will increase customer engagement and provide them with the support they are seeking.
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Optimized Digital Content Experiences Start with Customer Journey Mapping
It’s no secret that one of today’s top marketing mandates is to deliver optimized digital experiences across multiple digital channels. Analyst firm Forrester recently came out with their State of Digital Experience Customer Technology report and found that more than half of the businesses they interviewed claimed that technology that
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Loni Kao Stark on Customer Journey Mapping: Social, Contextual & Crossing Channels
Managing the customer journey is challenging for even the most seasoned marketer. Here Loni Kao Stark shares some of her insights into getting and staying on track.
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Weekend Reads: The Future of Marketing + A Culture of Innovation
This week our contributors finished off our month long focus on customer journeys with a look at the value of irrational employees for customer journeys and gave us a glimpse of the bright future of marketing.
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Employees Are Irrational (and That's a Good Thing)
"The average man is by nature indolent -- he works as little as possible. He lacks ambition, dislikes responsibility, prefers to be led. He is inherently self-centered, indifferent to organizational needs. He is by nature resistant to change. He is gullible, not very bright, the ready dupe of the charlatan and the demagogue" -- Douglas McGregor, The Human Side of the Enterprise These are a few of the assumptions underlying some of the management practices and theories of change we inherited from the industrial age. While we've successfully shaken off some of these assumptions, others continue to blind us.
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Customer Journeys: Miles to Go
Analyzing customer behaviors and journeys takes a lot of work, but from the customer’s perspective, it’s simple: did I get what I wanted or needed -- or not? Customer interactions are part of a complex of experiences that can occur in many channels and with many functions in the enterprise.
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How Will You Win in the Hidden Sales Cycle?
There’s perhaps been no influence more profound in shaping the customer journey than the social web. I say the social web because influence extends beyond social networks to really account for the wealth of information that your buyers use to become educated customers.
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Matching Customer Journeys to Lifecycle Marketing: Widen's Approach
Widen's Four Phases of the Customer Decision Journey Customer journeys are getting a lot of attention these days. That’s largely because, in designing customer experiences, many companies find it’s helpful to understand the customer’s path to purchase and possible brand loyalty, from a customer’s point-of-view (POV).
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Weekend Reads: Avoiding Customer Journey Pitfalls, SharePoint Governance
This week we continued our exploration of customer journeys and took a look at making the most of our customer data. Over in social business we talked narrative building, while in information management we went over the ways to build confidence in your SharePoint governance strategy.
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Tweet Jam Recap: The Impact of Big Data on the Wiggly Customer Journey #CXMChat
This month’s Tweet Jam sought to learn more about the value of the customer journey and the impact that big data may have on the way we develop and evolve the customer journey. In part one, we learned that it isn’t so much how you define your customer journey
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Tweet Jam Recap: The Customer Journey Is Only As Good As Your Map #CXMChat
Discussing the customer journey is never boring. And this month’s CXMChat was no exception. We learned that the customer experience can be wiggly, there are no obvious answers and that it always helps to “get out of the building” to experience new perspectives.
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