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Customer Marketer Group Therapy #10 - Customer Journey Mapping and all the challenges that come along with them (and how to create successful ones) - Shared screen with speaker view
Jeff Ernst
17:15
Can you each talk about what a journey map is? What are the components of one?
Jon Leighton
22:09
We have a Customer Success Plan in place to handle the initial and ongoing delivery of value to our Customers, I'm interested in Journey Mapping at the contact level. Do your programs go into details of the different types of contact you're engaged with @Jade and @Quinn and the different journeys they take across your digital / IRL ecosystem?
Jeff Ernst
31:51
As a customer marketer being tasked with building customer journey maps, where do I start?
Jennifer de Regt
39:44
Was just about to ask that! Would love to know when to layer technology into mapping if just starting out on this task.
TIFFANY NGUYEN
39:48
Adding to Jeff’s question, is there a step by step guide/template that you use to put or start a customer journey map? Thanks.
TIFFANY NGUYEN
40:23
*put to use
Jon Leighton
41:08
What was the name of that Quinn?
Quinn Kendall
41:14
Gong
Jon Leighton
41:19
Thanks
Quinn Kendall
41:19
Chorus
Quinn Kendall
42:04
Tiffany - I love these templates - https://www.userinterviews.com/blog/best-customer-journey-map-templates-examples
Quinn Kendall
42:21
Solid templates to reflect “your” situation
TIFFANY NGUYEN
42:41
Thank you Quinn!
Jennifer de Regt
45:45
Thank you!
Jade Ranjalahy
45:57
https://miro.com/
TIFFANY NGUYEN
46:20
Thanks Jade for the info!
Sarah Clow
46:29
Miro is great!
Travis Wilkins
46:59
Jade.. good point. Success is not the act of mapping out the customer journey. Success is taking action on the insight provided by developing/ understanding the customer's journey map and seeing results from it
Quinn Kendall
47:29
An ugly version but usable version I have used is Lucid. Mural is also a solid “newer” one.
Jeff Ernst
48:21
beyond listening to customer support input, do you involve customers in co-creation of journey maps?
Jon Leighton
49:18
"Win or Learn"
Quinn Kendall
52:29
Jeff, YES! Involving customers in mapping out the journey is a must. 1) using their data 2) finding your promoters and asking them what feedback they have. We have a thing called the UserIQ lab and regularly power users and other users will give us feedback on their journey… it’s almost therapy for our customers, we listen and then act based on what they are sharing with us.
Aly Merritt
56:40
Lol hi
Aly Merritt
56:49
I WAS lurking Quinn....
Aly Merritt
57:22
Awww thank you! We so appreciate it, we work really hard at that.
Aly Merritt
57:41
Yes! Y’all can find me at aly.merritt@SalesLoft.com
Quinn Kendall
58:13
Quinn.kendall@useriq.com
Jeff Ernst
58:29
Great stuff everyone, thank you!!
Jade Ranjalahy
58:30
jade.ranjalahy@sharegate.com
Aly Merritt
58:38
Really enjoyed it, thanks Jade and Quinn!
Jon Leighton
58:50
Thanks all, some great insight and examples
TIFFANY NGUYEN
59:03
Thanks everyone, great session!