It’s important to ensure everyone has a positive experience with your brand across all touchpoints. A great way to make this happen is by creating a customer journey map. This will provide you with ...

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 ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. At any company, senior leaders are tasked with creating ...

The buying behavior of a customer forms one of the most crucial pieces of knowledge for business development professionals. In business, the goal is to anticipate the consumer's desire and then use ...

Sprint: Did you know we have an online conference about product design coming up? SPRINT will cover how designers and product owners can stay ahead of the curve in these unprecedented times. When a ...

A customer journey map looks at all of the interactions that a customer has as they progress through their journey across all of the brand’s channels. The customer journey begins when a prospective ...

Before embarking on a shopping journey, customers often find themselves in a state of awareness where a specific need or desire has sprouted in their minds. A growing recognition of a gap ...

Businesses seeking to improve the customer experience often build customer journey maps—a visual representation of the various interactions a buyer has with a business. Building that map from the ...

Value stream map vs. process map, which is better for you? As with many tools and methods in Six Sigma, there isn’t a one-size-fits-all approach to mapping things out. Both of these tools have ...