customer experience design

The Rise of the Chief Anthropology Officer

The Rise of the Chief Anthropology Officer

As customer understanding becomes the most powerful sustainable competitive advantage, the comparative study of human societies and cultures and their development has become a core business competency. The ability to conduct qualitative ethnographic research, develop insights based on that research then translate those insights into business strategy is as important as the technology strategy the CTO is driving.

A (not so) Comprehensive List of Customer Journey Mapping Tools

A (not so) Comprehensive List of Customer Journey Mapping Tools

The primary tools for customer journey mapping are analog: whiteboards, butcher paper, post-it notes and markers are sufficient. The problem with these tools is that it is difficult to evolve the map that is created. For a customer journey map to grow with the organization it is necessary to transfer it to a digital medium so it can be built on over time. Unfortunately, there are not many purpose built solutions for moving your map beyond pen and paper.

Journey Driven Business Model Design

What society values is shifting in fundamental ways. As a vehicle of value delivery, the business model needs to change to reflect these new value systems.

We tend to focus on the mechanics of the business model; the technology, manufacturing and distribution. On a deeper level, the business model is a system for creating and distributing value, not products or services. Underneath the mechanics of marketing automation, growth in connected devices and the proliferation of apps there are powerful socio-cultural shifts that are resetting realities. 

In this talk, delivered at Denver Startup Week in September 2015, Jeremiah discusses the evolution of value systems and proposes a design method for developing new business models that meet the needs of those changing value systems.

Download the deck here.

Journey Driven Sales and Marketing

Journey Driven Sales and Marketing

Marketing and sales must evolve to become services that deliver value independent of a purchase. They must make the customer better at who they are attempting to be and what they are want to accomplish. Shifting to service based sales and marketing requires a disciplined program of customer research, journey analysis and insight development.

Journey Maps: The most powerful business tool you aren't using.

Journey Maps: The most powerful business tool you aren't using.

Recent studies by The Economist and Forrester found that great customer experience drives revenue, builds customer loyalty and creates meaningful differentiation. One powerful tool for understanding your customers experience and identifying areas needing improvement is the customer journey map.