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, ...

When I sat down to write this, I was reminded of an experience I had. I was on my second call of the week with an executive interested in a B2B customer experience map. This senior exec had a mid-size ...

Understanding the differences between customer experiences and customer journeys can affect how organizations interact with potential buyers. Customers' overall experiences during their journeys with ...

I have been running customer journey mapping workshops for our clients for many years. In the last few years I’ve noticed, as the popularity of the term “customer journey map” has grown, people has ...

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 ...