Traditionally, journey mapping and touchpoint analysis starts at the very first "touch", and continues through to commitment: the contract signature. But what about the touchpoints after the ink is dry? There are several categories of touchpoints that are traditionally ignored, but can make a significant difference to the client experience. [More]
Completed Journey Maps really are just the start to a robust marketing and business development process. Each journey map needs to be fleshed out to better understand the prospect's/client's/member's perspective and mindset. Consider the following questions for each touchpoint: What is the emotional state of the member at that particular [More]
Just perhaps, the driver should be the client. Or at least, the client should not be ignored, which is where journey mapping comes in. To get started, here are eleven journey mapping questions that play directly into a digital transformation initiative. (They are also great questions if your organization is [More]
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