Annette Franz is the Founder and CEO of CX Journey and is a highly respected customer experience consultant. In this episode you’ll learn about the importance of the customer journey map, how to get started with designing your own, and also some practical tips to make the most of your journey mapping experience.

 

Resources mentioned: 
Everybody Matters (book), by Bob Chapman
AirBNB’s 10 Star Experience (article)
CX Journey (website), by Annette Franz
Designing CX (website)

 

Key takeaways (starts at 28:44):
Journey Maps are easier than you think, so just get started.
Customers will give you the deepest insights
Journey maps are one tool in the CX toolkit
Digitise and display your journey map so staff can see it.
If nothing changes, nothing changes.

Annette Franz is the Founder and CEO of CX Journey and is a highly respected customer experience consultant. In this episode you&rsquo;ll learn about the importance of the customer journey map, how to get started with designing your own, and also some practical tips to make the most of your journey mapping experience.
&nbsp;
Resources mentioned: 
<ul>
<li>Everybody Matters (book), by Bob Chapman</li>
<li><a href="https://medium.com/founder-playbook/brian-cheskys-7-star-design-principal-8f62b4cf0f96">AirBNB&rsquo;s 10 Star Experience</a> (article)</li>
<li><a href="https://www.cx-journey.com">CX Journey</a> (website), by Annette Franz</li>
<li><a href="http://designingcx.com/">Designing CX</a> (website)</li>
</ul>
&nbsp;
Key takeaways (starts at 28:44):
<ol>
<li style="font-weight: 400;">Journey Maps are easier than you think, so just get started.</li>
<li style="font-weight: 400;">Customers will give you the deepest insights</li>
<li style="font-weight: 400;">Journey maps are one tool in the CX toolkit</li>
<li style="font-weight: 400;">Digitise and display your journey map so staff can see it.</li>
<li style="font-weight: 400;">If nothing changes, nothing changes.</li>
</ol>

Wavelength Creative

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt &mdash; the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers.

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