Ethnography: Seeing is Believing
There’s often a big difference between what people say and what they actually do. We believe observing customers in the moment and in situation through Ethnographic Research is the best …
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The Power of Video Storytelling
Over the years, video has become a bigger part of our storytelling toolkit. We find the power of video helps us create more meaningful and memorable stories about customers. It …
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Getting to Know the XR Consumer
It’s our job to understand all types of people. So when I saw an article on Quirks about a new type of consumer I was intrigued! During the pandemic, online …
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Importance of Design in a Customer Journey Map
If you want someone to remember your message – tell them a story. Better yet, paint them a picture. The human brain processes visuals 60,000 times faster than text, and …
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Eavesdropping on Your Customers
Want to know what customers think about your product? Look no further than the internet. When hidden behind a computer, people will reveal exactly what they think – good or …
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Activate Those Customer Journey Maps
One way to ensure that your organization gets ongoing value out of a journey mapping effort is equipping teams with a toolkit of exercises that they can use either individually …
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Socializing Customer Journey Maps Far and Wide
You’ve done the hard work of creating customer journey maps, now it is time to take the important next steps to put those maps to work – Socialization and Activation. …
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Taking the Next Step with Customer Journey Maps
Customer journey maps are powerful tools for building empathy for customers and gaining an in-depth understanding of their interactions across an end-to-end experience. We’ve worked with our clients to map …
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6 Steps to Successful Employee Journey Mapping
There are many different approaches to employee journey mapping; however, over the years our team has refined an approach that we like to use, and we have pulled it all …
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Here’s the Buzz: The Gen Z Coffee Journey
We recently finished a remote journey mapping project with Gen Z college students to understand their experience buying coffee at a coffee shop (to learn more about our approach including …
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