Customer Journey Mapping — Blog | Customer Centric Solutions LLC

Mobile App Experience - Financial Services Benchmarking Study

A study leveraging ‘emotional analytics’ to benchmark four financial institutions across eleven (11) dimensions of a modern Mobile App Experience.

Customer Experience, Design Thinking, Experience Design, CX Insights, Customer Journey MappingJohn GusiffDecember 28, 2022customer experience, Mobile App Experience

Enhancing your NPS Program with Emotional Analytics

You now have the necessary tools, emotional analytics, that when paired with Net Promoter, can help you take action on customer insights.

Experience Design, CX Insights, Customer Journey Mapping, Customer ExperienceJohn GusiffApril 23, 2020journey mapping, journey mapping research, customer experience, improving customer experience, sentiment analysis, emotional analytics, plutchik wheel of emotion

Five Reasons to Drive your Omni-channel Strategy via Journey Mapping

Customer Journey Mapping is the ideal platform and approach from which to define and build your overall omni-channel strategy.

Customer Experience, Customer Journey MappingJohn GusiffDecember 2, 2016omni-channel strategy, cx strategy, cx innovation, customer journey mapping, customer touchpoints, current state journey map, ideal state journey map, customer expectations, customer experience, improving customer experience, becoming customer centric, customer centricity

Mapping the Direct Seller Journey - What you Can Learn

The Network Marketing, Direct Selling or MLM, business model relies on the continuous recruitment, acquisition and retention of direct sellers (consultants) in order to grow.

Customer Experience, Customer Journey MappingJohn GusiffAugust 28, 2016direct seller journey, customer journey mapping, network marketing, MLM, multilevel marketing, network marketng, member experience

Uber as an Example of Current vs. FUTURE State Journey Mapping

Journey Mapping continues to grow as a very useful method and tool for helping organizations develop an understanding of their customer's experience.

Customer Journey Mapping, Customer ExperienceJohn GusiffMay 10, 2016Customer Centric Solutions LLCuber, current state journey map, ideal state journey map, customer pain points, customer touchpoints, through the eyes of the customer, improving customer experience, customer perception, future state journey map, frictionless experience

Storyboarding to Bring your Journey Maps to Life

I just got back from facilitating a two day workshop to help an international bank, JMMB, innovate its’ auto loan application process for millennials.

Customer Journey Mapping, Customer Experience, Experience DesignJohn GusiffApril 15, 2016storyboarding, setting, 3 S's storyboarding framework, stories have an audience, stories have a purpose, experience design