Our Guide to Customer Journey Mapping

Size: px
Start display at page:

Download "Our Guide to Customer Journey Mapping"

Transcription

1 Our Guide to Customer Journey Mapping

2 Our Guides Our guides are here to help you understand a topic or to provide support for a particular task you might already be working on. Inside you ll find lots of information to help you plan and make better decisions. We re not saying we have all the answers but we believe the stuff inside this guide will help get you started. If you think we ve missed anything or you want to join in the debate then please get in touch. Inside you ll find What is Customer Journey Mapping? How can I use it and what are the benefits? How do I build a Customer Journey Map? What will the end result look like? What do I do next? Rules to remember Other things to consider How we can help

3 What is Customer Journey Mapping Customer journey mapping is synonymous with user and customer experience projects. Everyone from design agencies to six sigma consultants are designing journey maps to help them define customer experiences and deliver continual improvement. The role of the journey map is to outline the end-to-end experience a customer will or may already be going through. The map illustrates all the steps a customer takes from first discovery through to when they decide to stay or leave a business. The map will detail all the touch points where a customer interacts with a business, together with information relating to what happened, how they felt and who may have been involved during the journey. Some maps will also show operational elements to highlight what happens behind the scenes. The best and most useful maps are built in a co-creation and collaborative setting where business stakeholders come together with customers to design the journey and to make sure nothing has been missed. Traditionally a customer journey map is designed as a single 1 page visual diagram, but it s worth exploring and experimenting with video and animation to help bring the experience to life. A typical journey map will include: Content Triggers Persona Scenario Highlights Side Steps Senses Channels Capabilities Explanation Identification of why the customer has made contact or been approached A simple day-in-the-life story of the customer involved in the journey. It illustrates what they re trying to achieve, their expectations, demographics, characteristics, values and behaviours A simple graphical or narrative description of the experience from the customer s point of view Otherwise known as hallmarks or differentiators. They Identify ways in which the business will exceed its customers expectations Examples of where a customer might not act as anticipated Outlines how the customer feels. You will want to design experiences that create an emotional connection with the customer. You may want to consider how the customer is feeling before any interaction are they nervous or worried? You may want to include the channels your customer might engage with. Your customer may cross several channels in completing their journey Internal capabilities that are needed to deliver the ideal experience in a real world environment. This may include basic infrastructure or certain skills that your employees need

4 Fig 1.0 An example journey map by Orange (UK) How can I use it? What are the benefits? A quick search on Google and you ll be able to find dozens of colourful, simple, complex, wordy and visually stunning examples of journey mapping. This guide will give you a short overview on how you can go about building your own. Journey maps are traditionally used for two reasons: To design a new product or service experience from the very beginning (concept stage) To design an improved product or service experience as part of a continual improvement initiative or project Benefits of journey mapping: Improve an existing product or service experience Understanding the current experience customers are engaging with. Seeing and hearing for yourself the realties of dealing with your business Being able to highlight where and how you want to differentiate as a business Improving your understanding of customer behaviour, motivation, perception and expectation Improving internal collaboration and alignment by bringing disparate and silo teams together Prioritising where to invest your resources in making changes and improvements

5 How do I build a Customer Journey Map? Building a journey map can be fraught with political and logistical problems. You re likely to meet people who don t understand the benefits or who believe a narrative map rather than a visual one will suffice. You may even have to encourage colleagues to move beyond internal process mapping or those wedded to Microsoft Visio. Follow the steps below and you ll soon be on your way to designing something that will really get people thinking. 1. Build a case Write up an engagement plan outlining the purpose of journey mapping and how it will benefit the wider business. Think about the people you will need help from. Ensure your engagement plan has messages which will appeal to them. Try to anticipate questions they may have and write messages from their perspective. You can probably already imagine the barriers you will face. 2. People finder Map out all the people you need involved in the mapping exercise. Don t make the common mistake of only involving friendly colleagues and those who agree with your way of doing things. You ll need to involve participants from sales, marketing, ordering, fulfilment, customer services and some behind the scenes functions such as HR, IT, commercial and legal. Don t forget to also include customers. Use your engagement plan to start spreading the word and securing support. 3. Research Speak to those in charge of managing, storing and analysing customer data. Ask them to provide you with as much relevant customer verbatim and insight as possible. It s always a good idea to have this to hand during any future workshop. It can help to generate conversation and debate. 4. Build a set of customer personas You will probably already have some form of customer segmentation from which you can start to pull together a customer persona. The persona should outline a typical customer s life and their engagement with your business. Don t forget to include details on their behaviours, likes, dislikes, hopes, aspirations, emotions, expectations as well as their desired outcome from the journey 5. Get interviewing Speak to the people who you identified earlier. Ask them how they see the journey working, not working and what needs improving. This qualitative research will help you create a draft journey which can be used during future design sessions.

6 6. Host a design workshop Invite participants to a design workshop. Put your draft journey on the wall. Ask people what they think. Provoke debate and ask for comments and feedback. Have a set of activities planned out to get people thinking and contributing. Don t forget the fuel you ll need to keep everyone going (fruit, biscuits and chocolate). 6. Stress test, re-fresh and validate After the session share your discoveries with everyone. Update the work taking into account everyone s comments and critique. Keep on validating with participants until everyone is happy. Remember work is often about compromise. Fig 2.0. An example journey mapping workshop What will the end result look like? That s entirely up to you. It depends on the culture of your business. Some colleagues may prefer a visual or narrative journey map whilst others may be open to more experimental formats. The main thing to remember is that customer journey mapping may not be popular with every colleague you come across. Mapping is often something that works for some but not for others. Persevere and you ll have some great maps which can really help visualise the change you want to deliver. Fig 3.0 An example journey map mixing visual and narrative elements

7 A great example by Lego of using visual simplicity to outline a customer s end to end journey. The use of icons helps to ensure the map isn t overly wordy and unnecessarily complicated. Fig 4.0 Lego adopts the simple approach What do I do next? One of the common mistakes in journey mapping is that once the design is complete it sits on a SharePoint site. How you decide to use the map depends on what you ve set out to achieve. If you re designing a new product or service experience you ll need to be involved throughout the product or service lifecycle. You ll need to become an active part of the team in preparing the experience for launch. You will also need to conduct a series of additional tasks such as service prototyping and operational assessments (we ve got lots more about this on our site so don t worry). If you re looking to improve an existing product or service experience you can use the map to drive improvement planning. Improvement teams should be using the map as a vision, highlighting what they re trying to achieve. Rules to Remember Keep it simple Keep everything simple. Don t confuse people with complex language, taxonomy or the over use of adjectives. Sometimes calling a customer journey stage buy rather than discover really helps everyone stay on the same page. Get everyone involved Don t just ask for help from your colleagues and internal allies. Reach out and engage with senior management, data owners, operational managers, front line teams and most importantly customers.

8 Bring it to life Consider new ways of showcasing and sharing your journey map across your business. You don t necessarily have to use a single A3 page. You could even commission a role play theatrical performance or even an animation if budget allows. Keep it alive Continue to update your journey map as things change. Share your updates with everyone that was involved and any new colleagues you come across. Make sure others adopt your work and use it in their improvement planning or design activities. Your design should act as a framework for others and help to accelerate design and improvement work. Keep going No doubt you ve got several other product or service experiences that exist or are about to launch. Get involved in helping other teams. Speak to other stakeholders across the business. Make them aware of what you ve achieved and how you can help them. Other things to consider Operational Readiness Assessments A full live observation assessment of a defined customer experience in real time. How will it work? Who will answer the phone? How do we log an order? Product / Service Walkthrough A theoretical walkthrough of an end-to-end customer experience, acting out internal roles, activities and outcomes. Can it really work? Process Mapping The creation of process maps to design business operations and define business reactions. Do you have a process for managing a customer complaint? How we can help Whether it s advising you on customer journey mapping or designing one, we re the right people for the task. We ve done several of these before and can help you deliver a methodical, robust and valuable journey map that will stoke debate and deliver real value. There s plenty more content on our site but if you want to discuss this or anything else relating to customer experience then please give us a shout. Our details are on the next page.

9

Getting Behind The Customer Experience Wheel

Getting Behind The Customer Experience Wheel Getting Behind The Customer Experience Wheel Create a Voice of the Customer Program for your Organization In any business, serving your customers well is critical to success, loyalty and growth. But do

More information

A Guide to Customer Journey Mapping

A Guide to Customer Journey Mapping A Guide to Customer Journey Mapping About This Guide What s Inside Getting Started with Customer Journey Mapping An Introduction Today, customer experience is at the forefront of company strategy across

More information

Guide to marketing. www.glasgow.ac.uk/corporatecommunications. University of Glasgow Corporate Communications 3 The Square Glasgow G12 8QQ

Guide to marketing. www.glasgow.ac.uk/corporatecommunications. University of Glasgow Corporate Communications 3 The Square Glasgow G12 8QQ Guide to marketing www.glasgow.ac.uk/corporatecommunications University of Glasgow Corporate Communications 3 The Square Glasgow G12 8QQ 0141 330 4919 2 Introduction One of the easiest mistakes to make

More information

DESCRIBING OUR COMPETENCIES. new thinking at work

DESCRIBING OUR COMPETENCIES. new thinking at work DESCRIBING OUR COMPETENCIES new thinking at work OUR COMPETENCIES - AT A GLANCE 2 PERSONAL EFFECTIVENESS Influencing Communicating Self-development Decision-making PROVIDING EXCELLENT CUSTOMER SERVICE

More information

A Simple Customer Journey Framework. By Claudio Costa Your Coaching's Blog

A Simple Customer Journey Framework. By Claudio Costa Your Coaching's Blog A Simple Customer Journey Framework By Claudio Costa Your Coaching's Blog Definition Customer journey mapping is the process of tracking and describing all the experiences that customers have as they encounter

More information

The Touring Marketing Map A step-by-step tool for marketing a tour in Ireland

The Touring Marketing Map A step-by-step tool for marketing a tour in Ireland The Touring Marketing Map A step-by-step tool for marketing a tour in Ireland Guidance notes The touring marketing map has been produced by the AMA (Arts Marketing Association) for Arts Audiences 2014.

More information

One View Of Customer Data & Marketing Data

One View Of Customer Data & Marketing Data One View Of Customer Data & Marketing Data Ian Kenealy, Head of Customer Data & Analytics, RSA spoke to the CX Network and shared his thoughts on all things customer, data and analytics! Can you briefly

More information

Test your talent How does your approach to talent strategy measure up?

Test your talent How does your approach to talent strategy measure up? 1 Test your talent How does your approach to talent strategy measure up? Talent strategy or struggle? Each year at Head Heart + Brain we carry out research projects to help understand best practice in

More information

Digital Marketing Manager, Marketing Manager, Agency Owner. Bachelors in Marketing, Advertising, Communications, or equivalent experience

Digital Marketing Manager, Marketing Manager, Agency Owner. Bachelors in Marketing, Advertising, Communications, or equivalent experience Persona name Amanda Industry, geographic or other segments B2B Roles Digital Marketing Manager, Marketing Manager, Agency Owner Reports to VP Marketing or Agency Owner Education Bachelors in Marketing,

More information

CUSTOMER EXPERIENCE DESIGN CUSTOMER EXPERIENCE DESIGN

CUSTOMER EXPERIENCE DESIGN CUSTOMER EXPERIENCE DESIGN 02 03 FIFTH QUADRANT Established in 1998, Fifth Quadrant is a Management Consultancy and Analyst Organisation specialising in: METHODOLOGIES USED CUSTOMER EXPERIENCE STRATEGY CUSTOMER EXPERIENCE RESEARCH

More information

AIA Michigan s Social Media Marketing Course

AIA Michigan s Social Media Marketing Course AIA Michigan s Social Media Marketing Course Welcome to the AIA Michigan s Social Media Marketing Course You are now officially on your way to getting a strong foundation of how you can market your business

More information

Design methods for developing services

Design methods for developing services An introduction to service design and a selection of service design tools business challenge Design methods for developing services www.keepingconnected.co.uk About this document This is a brief introduction

More information

Social Media and Content Marketing.

Social Media and Content Marketing. Social Media and Content Marketing. A Guide for B2B Marketing Managers. On the Internet, marketing trends come and go faster than ever. Do you remember frames, flash intros, and even visitor counters?

More information

Customer Journey Mapping

Customer Journey Mapping Customer Journey Mapping John Sabatino, CEO, TMI Australia Pty Ltd Native American Indian proverb quotes To understand the man you must first walk a mile in his moccasins. What is a Customer Journey Map?

More information

Research report. Understanding small businesses experience of the tax system

Research report. Understanding small businesses experience of the tax system Research report Understanding small businesses experience of the tax system February 2012 This research was commissioned by the HM Revenue & Customs (HMRC) Behavioural Evidence and Insight Team and Business

More information

Which is why TMI is here to help. We have to admit it. we really love what we do.

Which is why TMI is here to help. We have to admit it. we really love what we do. We have to admit it. we really love what we do. We get to work with great brands to create brilliant customer experiences that their customers love and their employees can t wait to deliver. It s not just

More information

Marketing. Marketing Your Business. The Ground Work

Marketing. Marketing Your Business. The Ground Work Marketing Your Business Marketing is a complex process of bringing your business to the attention of the right clients. It s often difficult to link marketing activities to results and that drives business

More information

Introduction to customer journey mapping

Introduction to customer journey mapping Introduction to customer journey mapping Copyright PeopleMetrics Inc. an ebook by introduction Customer Journey Mapping is growing in popularity in the customer experience space, and it s no surprise.

More information

When children and young people want to complain about school

When children and young people want to complain about school When children and young people want to complain about school 1 Introduction The statutory remit of the Children s Commissioner includes a specific duty to investigate the availability and effectiveness

More information

a senior project planner for those seniors expecting to graduate in May

a senior project planner for those seniors expecting to graduate in May a senior project planner for those seniors expecting to graduate in May contents what is the longwood university senior graphic design project? why is the senior graphic design project valuable to the

More information

INVESTIGATING THE CURRENT STATE OF PERFORMANCE MANAGEMENT IN THE CONTACT CENTRE

INVESTIGATING THE CURRENT STATE OF PERFORMANCE MANAGEMENT IN THE CONTACT CENTRE INVESTIGATING THE CURRENT STATE OF PERFORMANCE MANAGEMENT IN THE CONTACT CENTRE A mini whitepaper by Nexidia, based on findings from the 2013 Performance and Quality Management Survey An Industry with

More information

Pinterest has to be one of my favourite Social Media platforms and I m not alone!

Pinterest has to be one of my favourite Social Media platforms and I m not alone! Pinterest has to be one of my favourite Social Media platforms and I m not alone! With 79.3 million users, 50 billion pins and 1 billion boards it is host to an enormous amount of content. But many of

More information

COMMUNITY IMPACT PROGRAM Communications tools for grantees

COMMUNITY IMPACT PROGRAM Communications tools for grantees COMMUNITY IMPACT PROGRAM Communications tools for grantees CREATING A SOCIAL MEDIA FRAMEWORK Your social media framework is the roadmap for social media activity related to the Community Impact project.

More information

SOCIAL LEARNING PART FOUR. 6 tips for building authority SOCIAL LEARNING: THE COMPLETE GUIDES, FROM TOTARA LEARNING

SOCIAL LEARNING PART FOUR. 6 tips for building authority SOCIAL LEARNING: THE COMPLETE GUIDES, FROM TOTARA LEARNING SOCIAL LEARNING: THE COMPLETE GUIDES, FROM TOTARA LEARNING PART FOUR SOCIAL LEARNING 6 tips for building authority by Totara Learning in association with Julian Stodd www.totaralms.com 1 We all want to

More information

5 Point Social Media Action Plan.

5 Point Social Media Action Plan. 5 Point Social Media Action Plan. Workshop delivered by Ian Gibbins, IG Media Marketing Ltd (ian@igmediamarketing.com, tel: 01733 241537) On behalf of the Chambers Communications Sector Introduction: There

More information

Understanding Agile Project Management

Understanding Agile Project Management Understanding Agile Project Management Author Melanie Franklin Director Agile Change Management Limited Overview This is the transcript of a webinar I recently delivered to explain in simple terms what

More information

Visual Interface Design. Interaction Design. Design Collaboration & Communication. Lean UX

Visual Interface Design. Interaction Design. Design Collaboration & Communication. Lean UX Cooper provides training in all aspects of our unique User Experience Design methodology through our Cooper U educational program. Every Cooper U class is taught by our senior designers to ensure you benefit

More information

Plus, although B2B marketing budgets have increased, the number of channels may far surpass what you can do with your budget.

Plus, although B2B marketing budgets have increased, the number of channels may far surpass what you can do with your budget. 1 CNBC s list of the Top 10 Most Stressful Jobs of 2011 revealed that the sixth most stressful job was that of an advertising account executive. The reason today s account executives are so stressed is

More information

Key questions to ask your usability testing supplier

Key questions to ask your usability testing supplier A UK Usability Professionals Association guide - Key questions to ask your usability testing supplier How do you know if your usability supplier really knows what it s doing? More and more service providers

More information

B2B Customer Satisfaction Research

B2B Customer Satisfaction Research Circle Research White Paper B2B Customer Satisfaction B2B Customer Satisfaction Research IN SUMMARY This paper on B2B customer satisfaction research: Identifies why customer satisfaction matters Provides

More information

8 WAYS TO BUILD YOUR BRAND USING SOCIAL MEDIA

8 WAYS TO BUILD YOUR BRAND USING SOCIAL MEDIA TIP SHEET 8 WAYS TO BUILD YOUR BRAND USING SOCIAL MEDIA Social media has changed the way our entire world works. Everyone has an equal voice and immediate access to vast networks of friends and followers.

More information

Example Emails for collecting testimonials

Example Emails for collecting testimonials Example Emails for collecting testimonials In this document I have included example emails that have worked well for Learning Everyday and as a result we have many testimonials to use for our specific

More information

Company Pages and Followers

Company Pages and Followers Company Pages and Followers Relationships That Drive Results 5 steps to engaging followers on LinkedIn linkedin.com.companies 1 Table of contents Intro 03 03 Engage followers 07 01 Establish your presence

More information

The complete guide to becoming a mortgage advisor

The complete guide to becoming a mortgage advisor The complete guide to becoming a mortgage advisor Mortgage advisors help people with one of the biggest purchases of their lives, helping them to secure a mortage to buy or re-mortgage property. If you

More information

7 Steps to Superior Business Intelligence

7 Steps to Superior Business Intelligence 7 Steps to Superior Business Intelligence For several years, it has been common knowledge that for growth and profitability, a company must offer pre-eminent customer service and to do so, it requires

More information

GUIDE CONTENT MARKETING 101. How to make it work for your business from strategy to execution. Firstbase

GUIDE CONTENT MARKETING 101. How to make it work for your business from strategy to execution. Firstbase GUIDE CONTENT MARKETING 101 How to make it work for your business from strategy to execution Firstbase 1. WHAT IS CONTENT MARKETING AND WHY SHOULD YOU CARE? INTRODUCTION To understand the enormous potential

More information

CREATE A MARKETING PLAN

CREATE A MARKETING PLAN CREATE A MARKETING PLAN IN 10 EASY STEPS WORKING OUT A PLAN Building a marketing plan is a lot like the first time you go to a gym. There s some apprehension, some indecision, and as a whole you may not

More information

DIGITAL STRATEGY 2014-2017

DIGITAL STRATEGY 2014-2017 DIGITAL STRATEGY 2014-2017 Digital Strategy CONTENTS Introduction 1 Our Vision 3 Benefits 5 Our Digital Design Principles 6 Our Strategy 8 Our Key Enablers 11 INTRODUCTION SFRS uses digital technology

More information

7 Secrets To Websites That Sell. By Alex Nelson

7 Secrets To Websites That Sell. By Alex Nelson 7 Secrets To Websites That Sell By Alex Nelson Website Secret #1 Create a Direct Response Website Did you know there are two different types of websites? It s true. There are branding websites and there

More information

Creating a Great Customer Experience. In Ten Easy Steps. 800.819.0325 WineDirect.com

Creating a Great Customer Experience. In Ten Easy Steps. 800.819.0325 WineDirect.com Creating a Great Customer Experience In Ten Easy Steps 800.819.0325 WineDirect.com Improving the Customer Experience in Ten Easy Steps With the huge rebirth of Word of Mouth marketing that has resulted

More information

Team Brief Guidelines

Team Brief Guidelines Team Brief Guidelines CONTENTS Introduction What is team briefing? The benefits of team briefing The team briefing process The team briefing calendar Guidelines for managers with a responsibility for delivering

More information

6 Steps to Design The Perfect Office Space

6 Steps to Design The Perfect Office Space 6 Steps to Design The Perfect Office Space 6 Steps to Design the Perfect Office Space 01 APEX Design-Build Though it may seem daunting, designing a corporate office space is just like any other project

More information

How to understand your customers needs and expectations.

How to understand your customers needs and expectations. How to understand your customers needs and expectations. This information sheet will help you to A) improve the way you collect information from and about your customers. B) use the information to plan

More information

Customer Experience Strategy

Customer Experience Strategy Customer Experience Strategy 2012 2017 Strategy owner: Executive Director Customer Services Customer Experience Strategy Feb 2013 v1.2 1 Defining and implementing a new Customer Experience strategy The

More information

to selection. If you have any questions about these results or In the second half of 2014 we carried out an international

to selection. If you have any questions about these results or In the second half of 2014 we carried out an international Candidate Experience Survey RESULTS INTRODUCTION As an HR consultancy, we spend a lot of time talking We ve set out this report to focus on the findings of to our clients about how they can make their

More information

The New Way to Work Together

The New Way to Work Together Getting to know The New Way to Work Together SharePoint is about giving you and the people you work with a better way to get things done together. That means your content is stored and organized in one

More information

Marketing That Makes Sense: A practical marketing series from Ariad Communications. 5 ways to drive in-store sales with email

Marketing That Makes Sense: A practical marketing series from Ariad Communications. 5 ways to drive in-store sales with email Marketing That Makes Sense: A practical marketing series from Ariad Communications 5 ways to drive in-store sales with email 2 As marketers it feels like we have the same relationship with email as a teenager

More information

MARKETING AUTOMATION STRATEGY B2B BENCHMARKS FOR 2015

MARKETING AUTOMATION STRATEGY B2B BENCHMARKS FOR 2015 MARKETING AUTOMATION STRATEGY B2B BENCHMARKS FOR 2015 FIND. NURTURE. CONVERT. Research Conducted by Ascend2 in Partnership with Dun & Bradstreet NetProspex IF YOU HAVEN T YET, THE TIME IS NOW TO DEVELOP

More information

Why don't CRMs work? and how can you buck the trend?! ConversationalCRM - 13 January 2014. WHY DON'T CRMS WORK? - ConversationalCRM

Why don't CRMs work? and how can you buck the trend?! ConversationalCRM - 13 January 2014. WHY DON'T CRMS WORK? - ConversationalCRM Why don't CRMs work? and how can you buck the trend? ConversationalCRM - 13 January 2014 1 Introduction It s a given that CRM is essential to any sales team these days yet very few seem to meet their expectations

More information

USEFUL TERMS Crowdfunding getfunding.com.au Rewards Keep It All Campaigns All or Nothing Campaigns

USEFUL TERMS Crowdfunding getfunding.com.au Rewards Keep It All Campaigns All or Nothing Campaigns This guide is based on years of experience assisting people to raise funding and attract funding opportunities to projects. We have assisted individuals, small and medium size businesses, inventors, and

More information

The Public Sector Guide to Social Media Strategy and Policy

The Public Sector Guide to Social Media Strategy and Policy The Public Sector Guide to Social Media Strategy and Policy Use social media with confidence. This guide contains practical steps that will help public sector agencies, organizations and departments develop

More information

This white paper is an introduction to SEO principles, with a focus on applying those principles using your SiteSuite website management tools

This white paper is an introduction to SEO principles, with a focus on applying those principles using your SiteSuite website management tools Level 3 / 1 Bay Street, Broadway Shopping Centre, NSW 2007, Australia How to Use Your SiteSuite Content Management System to Apply Search Engine Optimisation (SEO) Techniques & Principles (or how to get

More information

Performance Management Is performance management really necessary? What techniques are best to use?

Performance Management Is performance management really necessary? What techniques are best to use? Performance Management Is performance management really necessary? What techniques are best to use? This e-book is a guide for employers to help them discover tips and methods of performance management,

More information

Agent s Handbook. Your guide to satisfied customers

Agent s Handbook. Your guide to satisfied customers Agent s Handbook Your guide to satisfied customers Introduction LiveChat is a tool that facilitates communication between a company and its customers. Agents who wield that tool use it to make customers

More information

what s in it for you?

what s in it for you? Lawyers in children s panels: what s in it for you? Young people s and adults views By Rachel Ormston & Louise Marryat Scottish Centre for Social Research About children s panels The Children s Hearings

More information

What does this mean for the Effective Practitioner?

What does this mean for the Effective Practitioner? Change Management Key Message Change is an inevitable part of life it s how we approach, manage and learn from change initiatives that can mean success or failure over the long term. The role of a leader,

More information

Special Report. 5 Tips for Creating the B2B Marketing Content That Really Speaks to Your Audience

Special Report. 5 Tips for Creating the B2B Marketing Content That Really Speaks to Your Audience Special Report 5 Tips for Creating the B2B Marketing Content That Really Speaks to Your Audience JSA Interactive - Special Report 1 5 Tips for Creating the B2B Marketing Content That Really Speaks to Your

More information

No Email List? No Problem.

No Email List? No Problem. No Email List? No Problem. How I Got Booked Solid With Clients In 6 Months Using These 5 Strategies Every Day. by Jason Billows 2014 Jason Billows Inc. JasonBillows.com 1 About Me. Let me tell you why

More information

5 - Low Cost Ways to Increase Your

5 - Low Cost Ways to Increase Your - 5 - Low Cost Ways to Increase Your DIGITAL MARKETING Presence Contents Introduction Social Media Email Marketing Blogging Video Marketing Website Optimization Final Note 3 4 7 9 11 12 14 2 Taking a Digital

More information

Customer Experience Benchmarking

Customer Experience Benchmarking HOWTOEXPERIENCE are experts in Customer Experience Strategy and Implementation. I d highly recommend David and his team for any customer experience project. Nicola Collister, Customer Experience Director,

More information

This brochure suggests some strategies for helping someone you know who is living with a terminal condition. Understanding emotions and feelings

This brochure suggests some strategies for helping someone you know who is living with a terminal condition. Understanding emotions and feelings This brochure suggests some strategies for helping someone you know who is living with a terminal condition. Finding out that someone you know a relative, acquaintance, workmate, or friend - is going to

More information

Streamline your supply chain with data. How visual analysis helps eliminate operational waste

Streamline your supply chain with data. How visual analysis helps eliminate operational waste Streamline your supply chain with data How visual analysis helps eliminate operational waste emagazine October 2011 contents 3 Create a data-driven supply chain: 4 paths to insight 4 National Motor Club

More information

Mobile Application. Development Life Cycle. A Definative Guide to Controlling your App Development

Mobile Application. Development Life Cycle. A Definative Guide to Controlling your App Development Mobile Application Development Life Cycle A Definative Guide to Controlling your App Development A MobileAppz ebook B E T T E R M O B I L E A P P Z Introduction What is this ebook all about? Thanks for

More information

Marketing Director s Guide to Selecting CRM

Marketing Director s Guide to Selecting CRM The Marketing Director s Guide to Selecting CRM A Publication www.collierpickard.co.uk Ltd 2014 Forging the Future As Marketing Director the responsibility for deciding the future direction of your organisation

More information

Online leadership academy at Telefonica O2 How learning design and technology can provide a complete learning journey

Online leadership academy at Telefonica O2 How learning design and technology can provide a complete learning journey Online leadership academy at Telefonica O2 How learning design and technology can provide a complete learning journey O ne of the biggest L&D investments organisations make is in their leadership development

More information

How to make more money in forex trading. 2003 W. R. Booker & Co. All rights reserved worldwide, forever and ever and ever.

How to make more money in forex trading. 2003 W. R. Booker & Co. All rights reserved worldwide, forever and ever and ever. The 10 Rules How to make more money in forex trading. 2003 W. R. Booker & Co. All rights reserved worldwide, forever and ever and ever. 2 10 Rules Page 2 Rule #1: Never lie to anyone. Never lie to yourself

More information

What is a Domain Name?

What is a Domain Name? What is a Domain Name? First of all, let s just make sure you know what a domain name is. www.google.com www.amazon.com www.youtube.com These are domain names. It s simply the name of your site... www.yoursite.com.

More information

RETHINKING DIGITAL SELLING

RETHINKING DIGITAL SELLING RETHINKING DIGITAL SELLING BEST PRACTICES FOR MAXIMIZING RESULTS AND ROI Guiding Principles For Rethinking Your Digital Selling Strategy It s been nearly four years since reps started using tablet-based

More information

Can good data deliver a be er customer experience? Discussion Paper

Can good data deliver a be er customer experience? Discussion Paper Can good data deliver a be er customer experience? Discussion Paper Contents Introduction 1. 2. 3. 4. 5. Human customer service channels Does inaccurate data mean long waiting times and customer drop-offs?

More information

Counting the Customer

Counting the Customer Counting the Customer The Complete Guide to Dynamite Customer Care Prepared by: Everyone has a reason for loving the brands that they love: the quality product, the short lines, the fun website or the

More information

Social media governance Harnessing your social media opportunity

Social media governance Harnessing your social media opportunity www.pwc.co.uk/riskassurance Social media governance Harnessing your social media opportunity June 2014 Social media allows organisations to engage with people directly, express their corporate personality

More information

Inbound Marketing Methodology

Inbound Marketing Methodology White Paper Inbound Marketing Methodology The best way to turn strangers into customers and promoters of your business. The proven methodology for the digital age Since 2006 inbound marketing has been

More information

HOW TO WRITE EFFECTIVE SOCIAL PPC ADS

HOW TO WRITE EFFECTIVE SOCIAL PPC ADS WHAT WHY WHO HOW CLICK ME HOW TO WRITE EFFECTIVE SOCIAL PPC ADS 1 introduction The digital world continues to grow and this is quite evident in the explosive popularity of social networks. People are spending

More information

PLAN YOUR CAREER. Horizon Career Centre CONTENT

PLAN YOUR CAREER. Horizon Career Centre CONTENT Horizon Career Centre Here at the AASW Horizon Career Centre we want to encourage you to develop clarity around your purpose in social work. Plan Your Career was developed to help you articulate your values

More information

FRAMEWORK. 7 Building Blocks to Success

FRAMEWORK. 7 Building Blocks to Success The CMI Content MarketING FRAMEWORK 7 Building Blocks to Success Your company is probably already exploring the role that compelling content can play in your own marketing programs just as many other companies

More information

Selecting an Email Service Provider

Selecting an Email Service Provider Why Outsourcing the Process is Your Best Bet RED PILL EMAIL Authored by: Ken Magill Why Outsourcing the Process is Your Best Bet So you ve decided it s time to hire an email service provider or select

More information

Vodafone Red Paper Getting closer to your customers Issues Change Solution

Vodafone Red Paper Getting closer to your customers Issues Change Solution Issues Change Solution How to get closer to your customers Communicating with customers on their terms Every channel available The Internet enables easier comparison of companies, particularly of price,

More information

Performance Management Rating Scales

Performance Management Rating Scales Performance Management Rating Scales When looking at Performance Management, a 5 point rating scale is the most common. A CIPD report suggests that: 47% of companies use 5 point scale 28% of companies

More information

Introduction to CiCS Agile Projects

Introduction to CiCS Agile Projects Introduction to CiCS Agile Projects This is an introduction to how we run CiCS projects. It s written for people who will be involved in our projects, but may be of interest more generally. Background

More information

A KUNO CREATIVE EBOOK. How to Get Started with MARKETING AUTOMATION

A KUNO CREATIVE EBOOK. How to Get Started with MARKETING AUTOMATION A KUNO CREATIVE EBOOK How to Get Started with MARKETING AUTOMATION So you have a database of a few thousand contacts. Every month you send those contacts a nice email newsletter with little bits of information

More information

Guide to Buyer Personas

Guide to Buyer Personas Guide to Buyer Personas A primer on creating and using buyer personas. http://breakoutroom.co Breakout Room Contents 3 7 11 What are buyer personas? How to create buyer personas Incorporating buyer personas

More information

Central England People First s friendly guide to downloading

Central England People First s friendly guide to downloading Central England People First s friendly guide to downloading What is Skype? Skype is a computer programme that turns your computer into a telephone. This means that you can speak to other people using

More information

8 Ways To Build Your Brand Using Social Media

8 Ways To Build Your Brand Using Social Media 8 Ways To Build Your Brand Using Social Media 1 introduction 8 Ways to Build Your Brand Using Social Media Social media has changed the way our entire world works. Everyone has an equal voice and immediate

More information

January 2016. Communications Manager: Information for Candidates

January 2016. Communications Manager: Information for Candidates January 2016 Communications Manager: Information for Candidates Thank you for expressing interest in the role of Communications Manager. We have compiled this information pack to tell you more about The

More information

Let s start with a couple of definitions! 39% great 39% could have been better

Let s start with a couple of definitions! 39% great 39% could have been better Do I have to bash heads together? How to get the best out of your ticketing and website integration. Let s start with a couple of definitions! Websites and ticketing integrations aren t a plug and play

More information

10 ways Professional Service companies can increase their profits through marketing

10 ways Professional Service companies can increase their profits through marketing 10 ways Professional Service companies can increase their profits through marketing A Xander Marketing Guide T: 03302232770 E: hello@xandermarketing.com W: www.xandermarketing.com Introduction Traditionally

More information

Sales Presentations. 1. Before you start

Sales Presentations. 1. Before you start Sales Presentations A presentation is an ideal opportunity to make a sale. You have a captive audience and far more flexibility than in a simple sales letter or phone call. Although many people do not

More information

A Learning Paths Whitepaper. Rapid Onboarding 3 Keys to Success

A Learning Paths Whitepaper. Rapid Onboarding 3 Keys to Success A Learning Paths Whitepaper Rapid Onboarding 3 Keys to Success The Importance of Rapid Onboarding How soon would you be confident assigning a new employee to work with your most valued customer? When do

More information

The Buying Process as a. Sales Enablement Framework

The Buying Process as a. Sales Enablement Framework The Buying Process as a Sales Enablement Framework Sales enablement needs an organizing framework. Using the customer buying process as that framework can align sales, marketing, product, and training

More information

UNDERSTANDING EFFECTIVE LEAD GENERATION TICK #THINKGROWTH

UNDERSTANDING EFFECTIVE LEAD GENERATION TICK #THINKGROWTH UNDERSTANDING EFFECTIVE LEAD GENERATION TICK #THINKGROWTH CONTENTS 1 INTRODUCTION Page 3 2 COMPETITIVE PROPOSITION Page 4 3 USER PROFILING/AUDIENCE DNA Page 9 ENSURE YOUR BRAND HAS A CLEAR, COMPELLING

More information

1 Introduction and Evaluation Approach 3. 2 Trends from the skills audit Trainees Teachers and mentors 4. 3 Qualitative findings 4

1 Introduction and Evaluation Approach 3. 2 Trends from the skills audit Trainees Teachers and mentors 4. 3 Qualitative findings 4 Final evaluation report June 2009 Contents 1 Introduction and Evaluation Approach 3 2 Trends from the skills audit 3 2.1 Trainees 3 2.2 Teachers and mentors 4 3 Qualitative findings 4 3.1 Increased confidence

More information

Onboarding Program. Sponsor s Guide

Onboarding Program. Sponsor s Guide Onboarding Program Sponsor s Guide Sponsor s Guide Introduction This guide has been developed to help sponsors in their roles with new employees. We want to help you be effective and successful in this

More information

Literature Circle Role Sheet. Summarizer. Book

Literature Circle Role Sheet. Summarizer. Book Literature Circle Role Sheet Summarizer Book Summarizer: Your job is to prepare a brief summary of today s reading. Your group discussion will start with your 1-2 minute statement that covers the key points,

More information

Parents recording social workers - A guidance note for parents and professionals

Parents recording social workers - A guidance note for parents and professionals Parents recording social workers - A guidance note for parents and professionals The Transparency Project December 2015 www.transparencyproject.org.uk info@transparencyproject.org.uk (Charity Registration

More information

Goal Setting. Your role as the coach is to develop and maintain an effective coaching plan with the client. You are there to

Goal Setting. Your role as the coach is to develop and maintain an effective coaching plan with the client. You are there to Goal Setting Your role as the coach is to develop and maintain an effective coaching plan with the client. You are there to Brainstorm with the client to define actions that will enable the client to demonstrate,

More information

Funding your app. Does your app need funding? What types of funding are available?

Funding your app. Does your app need funding? What types of funding are available? Funding your app There are many different options for funding an app, some of which may surprise you. In this chapter we explore the established methods and those which are more unconventional. Does your

More information

A Modern Sales Roadmap. 7 best practices to drive sales success. tellwise

A Modern Sales Roadmap. 7 best practices to drive sales success. tellwise A Modern Sales Roadmap 7 best practices to drive sales success tellwise Introduction Whether you re an inside sales rep or the Chief Sales Officer (CSO), you know sales is a demanding field, with countless

More information

How$Spotify$builds$products$

How$Spotify$builds$products$ How$Spotify$builds$products$ Henrik Kniberg Version 1.1 2013-01-18 Product development isn t easy. In fact, most product development efforts fail, and the most common reason for failure is building the

More information

The Art of the Ask. How to Overcome the Fear of Asking for Referrals BEST PRACTICES GUIDE SOCIAL MEDIA MARKETING

The Art of the Ask. How to Overcome the Fear of Asking for Referrals BEST PRACTICES GUIDE SOCIAL MEDIA MARKETING The Art of the Ask How to Overcome the Fear of Asking for Referrals 2013 Copyright Constant Contact, Inc. 12-3149 BEST PRACTICES GUIDE SOCIAL MEDIA MARKETING When you think about your main source of new

More information

rapid strategy deployment

rapid strategy deployment rethinking business series rapid strategy deployment Strategy;n,1:aplanofactiondesignedtoachievealong-termoroverallaim Deploy; n, 2: bring into effective action The key isn t just having a strategy, it

More information