SUMMARY
Annette Franz talks about Journey Mapping, the difference between Journey Mapping and Life Cycle stages, how to get started, and what do once who completed your Journey Map.
SHOW NOTES:
Takeaways:
✔️ 3rd fastest runner on the boy cross country team
✔️ Journey Map is a tool and a process
✔️ If you don’t do the journey map right, it will be a waste of time
✔️ WOW! We make our customers go through all of that?
The book that has influenced James the most in the past year:
✔️ Chris Zane, Founder of Zane’s Cycles
✔️ Bob Chapman, CEO at Barry-Wehmiller Companies, Inc.
Her note to all the customer service and CX professionals:
“Don’t give up. Don’t get discouraged.”
WHAT IS PRESS 1 FOR NICK?
Nick Glimsdahl is a Director of Contact Center Solutions at VDS. On this podcast, Nick interviews customer service and customer experience leaders to talk about their stories, best practices, and lessons they have learned along the way.
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