19 min listen
How to do Research-Based Customer Journey Mapping | Bob Thompson, Customer Think
FromCX Conversations
How to do Research-Based Customer Journey Mapping | Bob Thompson, Customer Think
FromCX Conversations
ratings:
Length:
21 minutes
Released:
Jun 18, 2020
Format:
Podcast episode
Description
In this episode of Customer Service Secrets Podcast, we are going to be talking about journey mapping. To help us out with that we brought on Bob Thompson, the founder and CEO of Customer Think and author of the book Hooked on Customers. His career and company are built on the idea of customer centricity and he’ll be explaining what customer mapping is, why companies should do it, and how to create an effective, uninterrupted flow from beginning to end.About Bob and Customer Think 1:10Journey Mapping in General 2:32How to Journey Map Well 6:54Information based Journey Map on 12:59We think of journey mapping as, “walk in your customers’ shoes and then take pictures as you go and read their mind.” 3:09
Released:
Jun 18, 2020
Format:
Podcast episode
Titles in the series (100)
How to be Prepared in Times of Crisis | Dr. Merilee Larsen: On this episode of Kustomer, we have the opportunity to talk with Dr. Merilee Larsen, the assistant professor of Public Health at Utah Valley University. We talk with Merilee about some of the basics of COVID-19, how it is most easily spread, where we... by CX Conversations