Working in Finance and Administration, I work with a lot of systems and deal with a ton of processes on a day-to-day basis. Although many of our processes that were manually done by hand (i.e. printing, filling out, scanning, emailing) can now be completed through an automated workflow system, there is one process that continues to frustrate me, the Concur Workflow Process. … [Read more...] about Traveling Reports
Customer Journey Map
How well do you understand your customer? How well does your customer understand your business? What are your customer’s pain points when they decide they want to purchase a product or service from you? Do you analyze their purchase decision before or after they’ve walked into your establishment? These answers and many more can be found by constructing a thorough customer … [Read more...] about Process Design vs Customer Journey Maps, or do we need them both?
Understanding a customer’s journey from the point of awareness to utilizing your product/service is important. Why? Because by fully understanding each of your touchpoints with customers (pros and cons) you can help build stronger experiences and in turn a better brand overall. In the article, “Using Customer Journey Maps to Improve Customer Experience,” Richardson explains how … [Read more...] about I’m Having an “Out of Box Experience!”