Conversations with Masters: How to Better Understand Your C…
Conversations with Masters: How to Better Understand Your Customers
Episodes
Conversations with Masters: How to Better Understand Your C…
Episodes of Conversations
Mark All
Hear why benchmarking is indispensable in understanding your customer’s journey in relation to competitors, and discerning the experiences that influence their preferences for one company over another. Listen how decision-makers’ preferences fo
Hear why empathy is crucial in customer journey research. Listen how expanding data – qualitative and quantitative – helps avoid segment bias and gain a comprehensive customer journey view. Listen why aligning customer journey insights with bus
Hear what sets customers apart on their buying journeys. Listen how you can better understand your more “silent” customers. Learn where tailored communication can stand out in crafting customer experiences for distinct audiences, sending releva
Hear why exploring the triad of impacts – business, financial, and personal, is imperative to discern the personal ramifications for stakeholders when business and financial objectives align. Listen how acknowledging personal impact in customer
Hear what it means to ground the customer experience: a unified framework that fosters the right mechanisms for an effective customer journey. Listen to why it’s important for internal stakeholders to grasp the nuances of “customer experience”
Hear why it is impossible to have customer-centricity if teams and stakeholders don’t share a unified perspective. Learn how there is no proxy for the customer’s voice; and why it is so crucial to speak with real customers (and prospective cust
Hear how customer journey mappers can guide clients on achieving the end business impact that they hope to accomplish. Learn why it is critical for senior leaders to recognize that there is no proxy for the voice-of-the-customer. Listen to what
Hear the 3 core elements of customer journey mapping design: clearly understanding the underlying “why” behind the project, “how” it will improve the customer’s experience, and “what” will be its financial impact on the organization. Learn why
Hear why it’s crucial to align with the business’s objectives before initiating a project to prevent “research silos.” Learn how the customer journey map is an intertwined ecosystem of information rather than a linear thought concept. Listen ho
Hear why it is vital to investigate what triggers the initiation of the customer journey. Learn how customer loyalty drivers can be uncovered from analyzing their “post-purchase” experiences. Listen to what behavioral techniques (like eye-track
Hear when evaluating customer journeys, why it is critical to look at both ends of the customer spectrum, from those who bought in and those who did not. Learn how researchers and CX leaders should investigate customer journeys. Listen why expa
Hear how marketers can initiate positive action in a customer journey project by utilizing AI data to transform “insights” into “foresight.” Learn why managing internal expectations and over-communicating are the pillars of executing a customer
Hear what can researchers do to get a deeper level of engagement from internal stakeholders in customer journey mapping projects. Learn why the insights team must have an in-depth understanding of the organization’s mission and its core values
Hear why a happy employee experience has a positive ripple-effect in the customer’s journey. Learn how to convert a negative moment-of-truth into a peak point that elevates the customer’s experience. Listen to why talking to customers in real-t
Hear how business leakages and failures in connecting with customers can be uncovered by embarking on customer journey work. Learn why organizations should never proxy the “voice-of-the-customer” in the journey mapping process. Listen to how re
Hear how data without insights is just overhead; there must be actionable steps to utilize. Learn how to not fall prey to shiny gizmos but to remain focused on the original business impact that the project was designed for. Listen to why priori
Hear how insights specialists can help their teams stay connected with the voice-of-the-customer. Learn why it’s so important for each research project to be designed for a specific financial impact. Listen to how researchers can guide their or
Hear why it’s essential for insight specialists to focus on the “why” and “how” their customer journey maps will help internal stakeholders in achieving their “business” AND “personal” goals. Listen to how designing a customer journey mapping p
Hear how Michael develops customer personas and evaluates their business journeys. Learn his best practices for increasing the adoption, and implementation, of research recommendations across different internal departments. Listen to why it’s a
Hear how he leverages customer journey mapping and research to identify key touch-points that optimize customer experiences and drive business growth. Learn why it’s so important to test and validate internal hypothesis around the customer’s ne
Hear how she uses customer journey mapping and ethnographic research to better understand how consumers are engaging with her brands. Learn the importance of planning and designing every research project for a specific business impact and outco
Hear why customer journey mapping, when done right, is often responsible for outcomes that have a measurable impact on the business. Learn how journey mapping can help optimize customer experiences. Listen to what business leaders need to keep
Hear how she measures the impact of marketing at the brand level. Learn the benefits of deep-diving into the customer journey, from initial trigger to purchase, to create a relevant presence at each critical decision step. Listen how the custom
Hear how she uses customer journey mapping and research to validate internal hypothesis and decision making. Listen to how she leverages the gaps between what customers need, and what they are being offered, to strengthen her company’s offering
Hear how Billie Jo leveraged journey mapping to help different departments understand the entire customer experience from start-to-finish. Listen to the benefits from incorporating the voice-of-the-customer in each stage of her journey maps. Le
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