Podcast appearances and mentions of journey map

Today on Journey Map, we're joined by Rob Duncan, creative director and partner of Mucho. In this episode, we discuss Rob's journey from childhood passions to working at some of the most respected names in design, the evolution of the industry and how authentic relationships drive lasting success. Learn More from Rob and Mucho:Visit Mucho: https://wearemucho.com/Connect with Rob: linkedin.com/in/robduncandesign

Send us Fan MailDiscover how mapping your patient journey can revolutionize your private practice! This episode of the Private Practice Survival Guide with Brandon Seigel reveals why understanding every touchpoint is crucial for building trust, boosting loyalty, and generating referrals. Learn to identify and eliminate friction points, leverage technology for a superior patient experience, and transform your 'digital front door.' We explore the five moments of truth that shape patient perception and unveil strategies to turn satisfied patients into powerful advocates for your practice. Don't leave your practice growth to chance; create a strategic patient journey that ensures consistent success.What You'll Learn:How every patient touchpoint impacts trust and loyalty.The importance of mapping the entire patient journey, from pre-discovery to post-visit.Strategies for identifying and resolving patient friction points.The role of technology in enhancing patient experience.How to optimize your 'digital front door' (Google My Business, website, online reviews).The five critical 'moments of truth' that define patient perception.Concrete methods for building a proactive patient referral system.Why patient experience is a revenue driver, retention engine, and referral machine.Transform your practice by focusing on the patient experience and watch your loyalty and referrals soar!#PatientJourney #PrivatePractice #HealthcareMarketing #PatientExperience #PracticeGrowthWelcome to Private Practice Survival Guide Podcast hosted by Brandon Seigel! Brandon Seigel, President of Wellness Works Management Partners, is an internationally known private practice consultant with over fifteen years of executive leadership experience. Seigel's book "The Private Practice Survival Guide" takes private practice entrepreneurs on a journey to unlocking key strategies for surviving―and thriving―in today's business environment. Now Brandon Seigel goes beyond the book and brings the same great tips, tricks, and anecdotes to improve your private practice in this companion podcast. Get In Touch With MePodcast Website: https://www.privatepracticesurvivalguide.com/LinkedIn: https://www.linkedin.com/in/brandonseigel/Instagram: https://www.instagram.com/brandonseigel/https://wellnessworksmedicalbilling.com/Private Practice Survival Guide BookThis show is proudly produced at PS Studios — learn more https://www.psstudios.co

Today on Journey Map, we're joined by Simon Forster, Founder and ECD of Robot Food. In this episode, we discuss Simon's entrepreneurial journey, his experience building a thriving agency outside of tier-one markets, and the relationship between team empowerment and strategic growth. Learn More from Simon and Robot Food:Visit Robot Food: https://www.robot-food.com/Connect with Simon: https://www.linkedin.com/in/robotfood/

Today on Journey Map, we're joined by Jennifer Kelly, CEO and Founder of New Initiatives Marketing. In this episode we discuss Jennifer's journey from retail sales to becoming a marketing leader, her experience navigating global marketing challenges at Siemens, and what she's learned from building her own B2B marketing agency from the ground up. I hope you enjoy this conversation and thank you for taking this journey with us today.  Learn More from Jen and New Initiatives MarketingVisit New Initiatives Marketing:https: www.newinitiativesmarketing.comConnect with Jen: www.linkedin.com/in/jenniferkelly

Today on Journey Map, we're joined by Tom Conlon, Founder and CEO of North Street Creative. In this episode, we talk about Tom's early discovery of digital design, how career challenges sparked the founding of North Street Creative, and what it takes to build, and sustain a creative agency through shifting markets.Learn More from Tom and North Street Creative:Visit North Street Creative: https://northstreetcreative.com/Connect with Tom: https://www.linkedin.com/in/thomas-conlon/

Today on Journey Map, we're joined by Gene Villeneuve, CRO of MASV. In this episode, we talk about Gene's journey from childhood chaos to becoming a seasoned leader in tech and sales, how cycling and endurance sports shaped his leadership style, and his strategic moves across the tech industry.Learn More from Gene and MASV:Visit MASV: https://massive.io/Connect with Gene: https://www.linkedin.com/in/gevilleneuve/

Dustin Peterson is the founder and president of Proof Leadership Group, a leadership consultancy that works with organizations to train leaders and help develop their company culture. He is also an author and recently published his fourth book, Meant for More: Waking Up to the Life You Were Sent to Live. He currently serves as the stake president in the Friendswood Texas Stake and has served as a seminary teacher, branch president, stake presidency counselor, and counselor in the Texas Houston South Mission. He lives in Houston with his wife and four children and loves bacon and Dallas sports teams. Links Meant for More: Waking Up to the Life You Were Sent to Live When Leaders Accidentally Limit Their Effectiveness | An Interview with Dustin Peterson Clarifying Purpose to Guide Your Calling, Work, & Family Life | An Interview with Dustin Peterson Leading with Your God-Given Talents | An Interview with Dustin Peterson Watch the video and share your thoughts in the Zion Lab community Transcript available with the video in the Zion Lab community Highlights The conversation centers on the importance of purpose in leadership and personal development. Key Insights Purpose as Motivation: Purpose serves as a powerful source of motivation, helping individuals overcome challenges and find fulfillment in their roles, whether formal or informal. Crucibles of Experience: Personal trials and challenges often reveal one’s purpose. Reflecting on difficult experiences can lead to insights about how to serve others and make a positive impact. The Importance of “Why”: Understanding the deeper reasons behind actions and assignments is crucial for effective leadership. Leaders should help others grasp the “why” behind their responsibilities to foster engagement and commitment. Simplicity in Purpose Statements: Effective purpose statements should be short, bold, and idealistic, guiding individuals toward meaningful goals without being overly complex. Individual Purpose: Each person has a unique purpose that can be discovered through reflection on past experiences and aspirations for the future. Leadership Applications Fostering a Purpose-Driven Culture: Latter-day Saint leaders can create an environment where members feel empowered to explore their individual purposes, encouraging them to share their experiences and insights. Utilizing Reflection Exercises: Leaders can implement activities like journey mapping to help individuals identify their highs and lows, facilitating discussions that uncover personal purposes and motivations. Encouraging Open Dialogue: By prioritizing conversations about purpose and the “why” behind church activities, leaders can enhance engagement and inspire members to take meaningful action in their callings. 00:04:14 – Overview of Meant for More Book 00:05:08 – The Importance of Purpose in Leadership 00:10:07 – Purpose vs. Motivation in Leadership 00:12:13 – Understanding the Why Behind Ministering 00:15:14 – The Role of Purpose in Church Leadership 00:18:23 – Finding Personal Purpose Beyond Formal Roles 00:20:09 – The Three Components of Purpose 00:25:05 – The Impact of Crucibles on Purpose 00:30:07 – Creating a Purpose Statement for a Stake 00:34:51 – The Importance of a Rallying Point in Leadership 00:38:07 – Finding Purpose Outside of Formal Leadership 00:40:39 – Activity: Creating a Journey Map for Purpose 00:42:24 – Conclusion and Reflection on Growth Through Crucibles The award-winning Leading Saints Podcast is one of the top independent Latter-day Saints podcasts as part of nonprofit Leading Saints’ mission to help Latter-day Saints be better prepared to lead. Find Leadership Tools, Courses, and Community for Latter-day Saint leaders in the Zion Lab community. Learn more and listen to any of the past episodes for free at LeadingSaints.org. Past guests include Emily Belle Freeman, David Butler, Hank Smith, John Bytheway, Reyna and Elena Aburto, Liz Wiseman, Stephen M. R. Covey, Benjamin Hardy, Elder Alvin F. Meredith III, Julie Beck, Brad Wilcox, Jody Moore, Tony Overbay, John H. Groberg, Elaine Dalton, Tad R. Callister, Lynn G. Robbins, J. Devn Cornish, Bonnie Oscarson, Dennis B. Neuenschwander, Kirby Heyborne, Taysom Hill, Coaches Jennifer Rockwood and Brandon Doman, Anthony Sweat, John Hilton III, Barbara Morgan Gardner, Blair Hodges, Whitney Johnson, Ryan Gottfredson, Greg McKeown, Ganel-Lyn Condie, Michael Goodman, Wendy Ulrich, Richard Ostler, and many more in over 800 episodes. Discover podcasts, articles, virtual conferences, and live events related to callings such as the bishopric, Relief Society, elders quorum, Primary, youth leadership, stake leadership, ward mission, ward council, young adults, ministering, and teaching.

Today on Journey Map, we're joined by Freddie Öst, co-founder and creative director of Snask. In this episode, we talk about Freddie's early journey discovering his passions through event organizing, the bold philosophy behind Snask's branding, and the key turning points that have helped shape the agency's rebellious spirit.Learn More from Freddie and Snask:Visit Snask Agency: https://snask.com/Connect with Freddie: https://www.linkedin.com/in/snask/

Most law firms improve internal workflows without ever defining the full client experience. That blind spot creates unnecessary friction for both clients and teams. In this episode, I explain why building a client journey map is a powerful strategic move for law firm owners who want stronger client engagement and more cohesive operations. When you can see the journey clearly, everything else starts to align. Get full show notes, transcript, and more information here: agileattorney.com/108Take your law practice from overwhelmed to optimized with GreenLine LegalFollow along on LinkedIn: linkedin.com/in/johnegrant

The fastest-growing brands treat customer insight like a strategy—not just a survey. In this week's episode of Growth Talks, CMO & Advisor, Matt Gehring joins host Tyler Elliston, founder and CEO of Right Side Up, to unpack what it takes to succeed in your first 90 days as a marketing leader. Drawing from his leadership roles at Dutch Pet, Everlane, and Rothy's, Matt shares how to map the customer journey, turn post-purchase insights into smart segmentation strategies, and use real-time data to drive repeat purchases. Find out why acting on customer insights early is key to refining your product, aligning your team, and making informed decisions before you scale.

Jessica Zwaan and Joris Luijke joined us to break down the what, why, and how to create an employee journey map. We talked about why People teams should be designing for moments and not just processes, why journey mapping should start small, and why 80% of employee moments fall flat.---- Sponsor Links:

What does it take to spend more of your time creating real impact...That's the central question we're exploring in our Journey Management Playbook series.In the last episode, we did something pretty amazing: we took a pile of raw data and, with a click of a button, watched AI generate a structured journey map in a matter of minutes.I'll admit even though I was a bit skeptical to start with, this felt pretty magical.But the truth is that this first draft is just the beginning.As you have hopefully seen, an AI-generated journey gives you an incredible head start, but it's not yet something you should bet your business on. So, how do you move from this first draft to a decision-making tool you can truly trust? How do you make it yours?That's exactly where we're going in Episode 4. This is the essential next step.Once again, Tingting and I roll up our sleeves and show you the practical, step-by-step process of:Prioritizing what to tackle first, so you don't get overwhelmed.Verifying AI-generated insights to build confidence.Enriching the journey using properties to add depth.Using filters to focus on what matters most.As you'll see, we're now entering the areas where the power of modern AI-driven journey management truly comes alive. There's still a lot of work for us to do, but AI allows us to focus our time on the areas where we can add the most value.Just like in the previous episodes, we're diving deep inside TheyDo with a lot of screen sharing. If you're listening to the podcast version, I highly recommend having the accompanying slides handy to follow along visually. You can find them in the show notes.Take care,~ Marc--- [ 1. LINKS ] --- Playbook Slides - https://go.servicedesignshow.com/0nz_4Sign up for TheyDo - https://www.theydo.com/service-design-show--- [ 2. GUIDE ] --- 00:00 Welcome to Episode 401:30 What to expect in the episode04:00 Service Design Pitfall: Over-Perfection05:00 TheyDo & Tingting's Introduction09:00 Previous Episodes Recap11:00 Diving into AI Journey Scenarios13:00 Scenario 1: AI Journey Verification15:00 Prioritizing Insights: Where to Start24:00 How to verify individual AI insight25:45 Marc's verification approach28:00 Managing Supporting Quotes & Splits33:00 Iterative AI Workflow & Refinement35:30 Clarifying AI-Generated Details & Sentiment38:00 Verifying Insight Types40:45 Adjusting Experience Impact Score42:30 Understanding Insight Ownership46:00 Summary of Verification Process47:00 Batch Editing Insights for Efficiency49:30 The Power of Tagging & Taxonomy51:00 Statuses: Tracking Workflow Progress59:00 Personas: Differentiating User Experiences1:02:30 AI & Human Collaboration: Not Obsolete1:03:00 Groups: Engaging Different Teams1:05:00 Tags: Global Dimensions for Insights1:07:45 Filtering & Prioritization with Tags1:10:45 Journey Health Score (Upcoming Feature)1:11:32 What Makes a Healthy Journey?1:12:00 What's Next on Episode 51:13:00 Audience Q&A1:15:00 Conclusion & Looking Ahead --- [ 3. FIND THE SHOW ON ] --- YouTube ~ https://go.servicedesignshow.com/journey-management-playbook-04-youtubeApple ~ https://go.servicedesignshow.com/journey-management-playbook-04-appleSnipd ~ https://go.servicedesignshow.com/journey-management-playbook-04-snipdOther ~ https://go.servicedesignshow.com/journey-management-playbook-04-other

Work with Deirdre to find, win and keep more of your ideal clients by creating your uniquely uncopyable brand strategy, story, offer, experience and more. Think your client journey is fine as it is? Think again.Most coaches, consultants, and service-based business owners are losing revenue every single week — not because they don't have leads, but because they're leaking them.In this episode of the Master Your Business Podcast, I'll show you why a clear, mapped-out client journey is the secret weapon to scaling your business profitably — without burnout, without chasing new leads, and without working 24/7.You'll hear real-world examples, including:A service provider who went from 300k to over 1 millionA beauty salon owner who replicated her 5-star client experience across locationsWhy "more leads" is not the answer if your client experience is brokenWhether you're trying to hit your first 100k or aiming for 7 figures, this episode will help you tighten your delivery, boost retention, and create a seamless client experience that sells for you.Highlights of this episode:(00:35) Why most service businesses are leaking revenue(02:39) How mapping your journey can boost referrals(03:05) What happens when your team helps design the experience(04:19) The 4 core phases of a profitable client journey(06:56) The myth of “needing more leads” to grow(08:57) Small tweaks that can double retention rates(09:46) Using the Customer Journey Map Template to simplify and scale

Hey Friend, In this episode, we're diving into something that will transform how you show up for your clients—Customer Journey Mapping! Think of it like Google Maps but for your business. It helps you see exactly where your customers are coming from, what roadblocks they hit, and how you can make their experience smooth and stress-free. We'll break down: What a Customer Journey Map is (and Why it's a Game-changer) The 3 key components you need to map out (Customer Persona, Journey Stages, and Touchpoints) How to spot and fix friction points so your clients keep coming back for more Actionable steps to start mapping your customer journey today! By the end of this episode, you'll have a clear plan to serve your clients better, create a seamless experience, and make your business stand out. Grab your notebook (or open Miro if you're fancy), and let's get to work!

Welcome to the first episode of 2025! In this empowering session, we reflect on our journeys through 2024 and set a powerful vision for the new year. Join us as we navigate the complexities of living with endometriosis while trying to conceive and learn how to become the architects of our own healing journey.   WHAT TO EXPECT: - Introduction: A warm welcome and an overview of today's focus on reflection and vision-setting. - Part 1: Reflection: Guided journaling prompts to honor your victories, learnings, and challenges from 2024. - Part 2: Shifting the Story: Strategies to transform negative narratives into empowering affirmations about your fertility journey. - Part 3: Creating Your Vision: Techniques for developing a holistic vision for 2025, including insights on specific vs. non-specific manifesting styles. - Special Announcements: Information about upcoming events, including a free webinar on January 8th and a 7-day mini cleanse starting January 14th. - Part 4: Taking Action: Practical steps to begin implementing your vision immediately. - Closing: Encouragement to write a personal vision statement and reminders about upcoming events.   WHY LISTEN This episode is designed to empower you to take control of your fertility journey by reflecting on the past year and creating a meaningful vision for the future. Embrace this opportunity to cultivate hope, resilience, and actionable steps towards your goals. Join me as we embark on this transformative journey together! If you find this episode helpful, please share it with someone who may benefit. Remember, you are stronger than you know!   MENTIONED RESOURCES Endo Fertility Podcast Goodie Bag - Circle of Life Handout EF#47: “Healing Beyond the Physical: Therapy for Trauma, Fertility, and Endometriosis”   CONNECT WITH ME How to work with me: One off 1:1 coaching sessions e.g. blood test reviews and fertility strategy sessions, gut health assessments Personalised 1:1 Endo Fertility coaching programs >>Book your free 30 minutes 1:1 health review HERE

B2B companies tend to be laggards when it comes to delivering a superior customer experience, focused more on selling than servicing. But as a result of digital disruption, they have finally begun to embrace the need for a better post-sale journey, according to Jim Tincher, a leading expert in B2B experience design.

Send a message to InsidetheSquareEver wondered how people actually navigate through your website – not just the pages they visit, but their entire journey from first discovering you to becoming a loyal customer? In this episode, you'll learn about the customer journey mapping process. We dive into three practical types of maps you can create today: the First Timer Flow, the Buyer's Journey Map, and the Loyalty Loop. Through real examples and practical tips, you'll learn how to identify where visitors might get stuck and how to guide them smoothly toward becoming happy customers.Important Links

Today on Journey Map, we're joined by Kevin Goodman, Founder and CEO of FRC Marketing. In this episode, we talk about Kevin's passion for music and sports, and how he combines them to create unique experiences for brands, bands, and fans, the importance of creating community-centered events, and the value of authenticity.Learn More from Kevin and FRC Marketing:Visit FRC Marketing: https://www.frcmarketing.ca/Connect with Kevin : https://www.linkedin.com/in/kevin-goodman/

Today on Journey Map, we're joined by Al Scornaienchi, President and CEO of Agency 59. In this episode, we talk about Al's insights from his 30-year career in the advertising industry, the founding story of Agency 59, and the changing landscape of pitching.Learn More from Al and Agency 59:Visit Agency 59: https://agency59.ca/Connect with Al : https://www.linkedin.com/in/al-scornaienchi/

In this episode of Make Business Personal, Kiley Peters, founder of RAYNE IX, talks about how building a prospect journey map helps you understand your audience's perspective and step into their shoes. It allows you to identify the steps your prospects take, the people they interact with, and the questions they have along their journey. This exercise not only gives you a different perspective on how to build your business but also provides a list of potential referral sources. It can also serve as the foundation for a content marketing strategy. The goal is to be a valuable and helpful resource to your target audience throughout their journey.Mapping Out the Steps and Solutions 2:14Building a Referral Network 8:24Recommended Resources 12:09Quotes “This is called a prospect journey map, not a client journey map. So this is you getting yourself out of your body as the business owner and you're putting yourself into the shoes of your prospect to see things from their point of view.” 0:44“The goal here is as you list out all of the steps that this person is going through, you pop up as a potential solution to one or a few things, not all of them, but a couple. And if you don't pop up at any point, then this is probably not your audience and you're probably not solving any of their problems.” 2:31“I just want you to think through what does this journey look like for your audience? This will help you be mindful of their journey and respectful of some of the challenges they might be running into. You can then build a better relationship with your prospective clients. Again, remember, this is not a client journey. This is prospect journey and you are not supposed to be relevant at every single point of this journey.” 11:26Links & Follow-ups:Learn more at MakeBusinessPersonal.com & KileyPeters.com Downloads available at MBPDownloads.comWork with us at RAYNEIX.com & RIXAccelerator.com Submit questions at MBPPodcast.com Newsletter Signup: RIXNewsletter.com Linkedin: Kiley Peters & RAYNE IXInstagram: @kileypeters & @rayneix Email: info@rayneix.com

Alex Turkovic joins Jon Johnson, and Kristi Faltorusso to delve into the intricacies of customer success management (CSM), the disconnect between customer experience strategies and practical implementation, the role of emotional intelligence in business decisions, tackling data quality and management & much more. Timestamps 0:00 - Preview, BS & Intros 4:57 - Practically implementing concepts and frameworks 8:50 - Put the customer first 10:00 - We need emotional intelligence in CS 13:03 - Tracking actions vs real outcomes 16:18 - Tracking metrics that matter 19:27 - Trust, Journey Map, & Clean Data 31:40 - The correlation of CS, Product & Marketing 34:10 - Central CSM 35:35 - Consolidation and management of SaaS applications 39:10 - Validating project success 46:00 - Closing ___________________________

Learn how to craft a strategic customer journey map that maximizes engagement, conversions, and customer satisfaction for your business.What is a Customer Journey Map?A customer journey map is a way to record, plot and analyze the interactions that you have with a potential customer in order to create a successful sales funnel.We talked about the stages of a customer journey as Know (awareness), Like (consideration), Trust (decision/customer) and Loyalty.In order to get to these stages, we need to know the end game or product or service that we are trying to sell and work backwards.Read more HERE.Join Insiders at 40% off!

Today on Journey Map, we're joined by Isaac Allen, Founder of Spark Agency. In this episode, we talk about Isaac's love of adventure in business, the importance of intention, and the many facets of the insurance industry Isaac has experienced on his career path. Learn More from Isaac and Spark Agency:Visit Spark Agency: https://www.linkedin.com/company/mysparkagency/Connect with Isaac: https://www.linkedin.com/in/isaacallen1982/ 

Ever feel like you're losing customers as fast as you gain them? Wondering how to stop this 'leaky bucket' scenario? Join Stacy Sherman and guest Dave Seaton on the Doing CX Right podcast as they explain the DARMA™ method --a proven approach to sealing those leaks by improving how you interact with customers throughout their journey. You'll learn how to strengthen relationships and boost satisfaction, effectively turning one-time buyers into loyal fans. You'll hear practical strategies that help prevent churn and enhance customer service for scaleable growth. Learn more: 

In this episode of the Whiskey and Work Podcast, Kelsey sits down with former military intelligence officer and CEO of the Geek Pack, Julia Taylor. They discuss the concept of the customer journey map and its significance in business, insights into understanding the customer journey and its various touch points, and examples of impactful customer experiences and how they can be applied in different business contexts. Sit back, relax and grab a pen and paper for this one — you're going to want to take some notes!  What we're talking about…   Julia's background in military intelligence and transition into entrepreneurship Her inspiration for founding Geek Pack and her passion for empowering women in tech Julia's unique approach to entrepreneurship as a digital nomad and lover of camping. Introduction to the concept of the customer journey map and its significance in business. Insights into understanding the customer journey and its various touch points. Examples of impactful customer experiences and how they can be applied in different business contexts. Discussion on personalized interactions, gift-giving, and effective communication in enhancing the customer journey Applicability of customer journey mapping in coaching businesses The importance of maintaining personalization and intimacy in coaching as businesses scale Strategies for coaches to enhance client experiences and stand out in a competitive market Julia's recommendations for implementing customer journey mapping in coaching practices To learn more or connect with Julia, visit the links below!  A {free} Tool or Two!  Did someone say free? Yup that's right. Kelsey's here to help with a few free tools to help launch your business and creative ideas! Click the links to start your journey.  How To Plan Your Business The Coaches Pricing Calculator  The Coaches Workshop: A “Framework” fFor How To Be An Exceptional Coach & Create Consistent Monthly Income   Links Mentioned   Julia Taylor's Website Julia Taylor's Instagram Kelsey Murphy's Website  Kelsey Murphy's Instagram  

In this Complex Care Journal Club podcast episode, Dr. Julie Hauer and Ms. Jennifer Siedman discuss the development of an anticipatory guidance tool for children with severe neurologic impairment called NeuroJourney, an initiative of the Courageous Parents Network. They describe its grounding in palliative care principles and literature, opportunities to support collaborative relationships between clinicians and families, and next steps from this work. SPEAKERS Julie Hauer, MD Pediatrician, Division of General Pediatrics Boston Children's Hospital Medical Director Seven Hills Pediatrics Center Jennifer Siedman, MEd Director of Community Engagement Courageous Parents Network HOST Emily Goodwin, MD Clinical Associate Professor of Pediatrics, University of Missouri Kansas City School of Medicine Pediatrician, General Academic Pediatrics Beacon Program, Children's Mercy Kansas City DATES Initial publication: February 5, 2024. JOURNAL ARTICLE Hauer J, Siedman J, Trager C, Thienprayoon R. NeuroJourney. Courageous Parents Network. Accessed Jan 25th, 2024. https://neurojourney.courageousparentsnetwork.org/ OTHER REFERENCES Thienprayoon, R; Lord, BT; Siedman, J; Hauer, J. Creating a “Journey Map” for Children with Severe Neurologic Impairment: A Collaboration Between Private and Academic Pediatric Palliative Care, Nonprofit Organizations, and Parents. Journal of Pain and Symptom Management. 2023; 65:e270-e271. Orkin J, Beaune L, Moore C, Weiser N, Arje D, Rapoport A, Netten K, Adams S, Cohen E, Amin R. Toward an Understanding of Advance Care Planning in Children With Medical Complexity. Pediatrics. 2020 Mar;145(3):e20192241. doi: 10.1542/peds.2019-2241. TRANSCRIPT https://op-docebo-images.s3.amazonaws.com/Transcripts/Shared+Journeys_+Evidence-Based+Anticipatory+Guidance_020524.pdf Clinicians across healthcare professions, advocates, researchers, and patients/families are all encouraged to engage and provide feedback! You can recommend an article for discussion using this form: https://forms.gle/Bdxb86Sw5qq1uFhW6 Please visit: http://www.openpediatrics.org OPENPediatrics™ is an interactive digital learning platform for healthcare clinicians sponsored by Boston Children's Hospital and in collaboration with the World Federation of Pediatric Intensive and Critical Care Societies. It is designed to promote the exchange of knowledge between healthcare providers around the world caring for critically ill children in all resource settings. The content includes internationally recognized experts teaching the full range of topics on the care of critically ill children. All content is peer-reviewed and open access-and thus at no expense to the user.For further information on how to enroll, please email: openpediatrics@childrens.harvard.edu CITATION Hauer J, Siedman J, Goodwin EJ. Shared Journeys: Evidence-Based Anticipatory Guidance for Children with Severe Neurologic Impairment. 2/2024. OPENPediatrics. Online Podcast. https://soundcloud.com/openpediatrics/shared-journeys-evidence-based-anticipatory-guidance-for-children-with-severe-neurologic-impairment

Today on Journey Map, we're joined by Nancy Crimi-Lamanna, Chief Creative Officer at FCB Canada. In this episode, we talk about her word geek history, the challenges that come with transitioning into leadership, and the valuable work that FCB does with the Canadian Down Syndrome Society.Learn more from Nancy and FCB Canada:Visit FCB Canada:https://fcbtoronto.com/Connect with Nancy:www.linkedin.com/in/nancy-crimi-lamanna-52207311/

Fast-track your career with our 12-week training programme: https://www.thisishcd.com/coaching-mentoring-for-innovators-change-makers In this episode, stand in host Richard McMurray, service designer from the UK, meets Maren Hotvedt, service designer at Atlassian in the U.S., and Marc Stickdorn, service design expert from Austria. They delve into the world of customer journey management operations and discuss the practical application of journey maps as decision-making tools within organizations. Our host and guests share insights from their experiences, emphasizing the need for flexibility, scalability, and effective communication across teams. linkedin.com/in/marenhotvedt linkedin.com/in/stickdorn linkedin.com/in/richardmcmurray

This can't be true... It was a revelation that left Mauricio Manhaes in disbelief. A disturbing pattern emerged during his research on what it means to cultivate a design-driven culture in everyday work. Doing research is much like connecting dots, where individual stories often lack groundbreaking insights. However, unexpected patterns can suddenly emerge when you look across these stories. And that's exactly what happened when Mauricio interviewed some of our field's most accomplished, experienced, and respected professionals. These professionals were generously sharing their work journeys and challenges. But when Mauricio zoomed out and started to reflect on the stories, he realized these challenges weren't rooted in a lack of skills or resources. A deeper, systemic issue is at play, limiting design and designers from living up to their full potential. Mauricio has recently published his findings and came on the Show to share them with us. Join us to gain insights into what might be limiting your impact, and walk away with a practical tool to help you have constructive conversations about this topic with peers. What I deeply appreciated about Mauricio's approach is that it's all about understanding and improving, not about assigning blame. Enjoy the conversation, and as always keep making a positive impact. ~ Marc --- [ 1. GUIDE ] --- 00:00 Welcome to Episode 186 06:30 Who is Mauricio 08:15 Lightning Round 17:45 Being part of the decision-making 20:00 What Social Exclusion is like 23:00 Verbal hostility in the workplace 24:15 Realizing the issue: Workplace Bullying 31:00 Feminity and design 38:00 Journey mapping the issue 43:00 Taking ownership of the issue vs being the victim 48:15 What should be explored next? 52:15 The action plan: what we should do 54:15 Get in touch with Mauricio 55:00 How can we devise more ways --- [ 2. LINKS ] --- LinkedIn - https://www.linkedin.com/in/manhaes/ Truths and Method by Hans-Georg Gadamer - https://shorturl.at/rBOQW Why every company is already doing service design without knowing it / Mauricio Manhaes / Episode 20 - https://www.youtube.com/watch?v=VCjrMUz_gk0 Slidedeck used on the SDN Global Cafe - https://www.linkedin.com/posts/manhaes_to-fit-or-not-to-fit-touchpoint-vol-14-activity-7087067423404634113-358C -- Compilation of the main discussion points that emerged after the SDN -- Cafe and the related LinkedIn post (above) - https://www.linkedin.com/pulse/designers-treated-like-women-organizations-mauricio-manhaes-ph-d-/ SDN link to the article - https://www.service-design-network.org/touchpoint/tp14-1-the-employee-journey/tp14-1-to-fit-or-not-to-fit Download the Journey Map - ⁠https://drive.google.com/file/d/1TGW2TmcvIZSg6pV53wU4Z4l4ECHXUzGF/view?usp=drive_link⁠⁠ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. ⁠https://servicedesignshow.com/circle

J'aime énormément recevoir des invités qui ont un regard neuf, ou un avis qu'on a pas l'habitude d'entendre sur le customer care. C'est pour cette raison que j'apprécie le travail de Marine Deck.  Elle vient à la base de l'univers des start-ups et des grandes entreprises ! Elle vient donc d'un secteur où la relation client s'adresse à des milliers, voire des millions, de consommateurs. Elle est également l'hôte du podcast Le Client, conférencière pour plusieurs entreprises, et créatrice de la boîte à outils du client).  Elle a un parcours assez incroyable dans le milieu du customer care et elle parle souvent d'un élément que je voulais mettre en lumière avec elle aujourd'hui : La customer journey map.

Today on Journey Map, we're joined by David Barnes, President & Creative Director at Charrette. In this episode, we talk about the role of creativity throughout his life, the career jumps that he made over the last few years, and how interviewing different agencies pushed him to start his own.Learn more from David and Charrette:Visit Charrette: https://charrette.ca/Connect with David: https://www.linkedin.com/in/davidbarnes3/

Journey Maps can be useless exercises. That's right…we said it. However, these often-used tools don't have to be as useless as they usually are. Journey Maps are only useless if you don't include the customer's emotional journey in them.  Emotional journeys are the “squishy stuff” associated with why customers buy from you. Since customer's feelings are challenging to itemize, many organizations tend to leave them off. However, the result is a customer process, not a journey map.  After all, without this information, how can you expect to predict and anticipate customer behavior? Moreover, how can you design an experience that is so well positioned for customers' needs that they come back for more (and more)? In this episode— and at the behest of a very complimentary listener who says we actually taught them something (!!)—we explore how you can integrate customer behavior, and the emotions that drive that behavior, into your journey maps. We show you how all the things we talk about on this podcast apply in a practical way and can produce practical results, like an ROI.  Here are some other key moments in the discussion: 04:10  We explain how we will demonstrate the application of behavioral sciences concepts to a standard Journey Map that we made up about booking a hotel online. 12:15  We go through each of the ten concepts we agreed upon before the show, and then Colin adds a bonus one at the end, catching Ryan off guard.  21:29  Using the checklist of (now) 11 concepts, we begin taking you through the process of applying each one to the booking a hotel online journey map, starting with Customer Segmentation, and so on through the list.  27:05  Ryan points out that many times, changes in how organizations serve customers can have an inadvertent effect on how an experience ends, which is detrimental to the emotional journey.  32:58  Colin shares a personal story of how a rental car company bamboozled him into getting a car he couldn't afford after a long-haul flight across the pond, and it cost the company money as a result.  37:00  We share our final tips and key takeaways from this exercise and how it should help you have a more complete picture of the customer journey.  _________________________________________________________________ Did you know we have a YouTube Channel too? Check it out here. Connect with Colin on LinkedIn HERE. Follow Colin on Twitter HERE. Click HERE to learn more about Professor Ryan Hamilton of Emory University.  To learn more about Beyond Philosophy's Suite of Services Click here.

Today on Journey Map, we're joined by Nick Verity, CEO of Cleverly. In this episode we talk about, how Nick got his internship at Dreamworks, the messaging change that was a turning point for Cleverly, and the secret to getting tons of company reviews. Learn More From Nick and Cleverly:Visit Cleverly: https://www.cleverly.co/Connect with Nick: https://www.linkedin.com/in/nick-verity/

  Show Notes    You've spent so much time curating an amazing brand, so now what? It's important that your customers are having the beautiful experience in your dream shop that you intend for them, so creating a customer journey map can ensure that you are doing all you can to achieve that goal.   Key Touchpoints to Focus On in Your Customer's Journey Map Customer's “awareness” of your shop: All of the things you did to ATTRACT customers: your website, Google My Business, social media, your front window - can customers find info easily on how to contact you?   Customer's first impression of your shop: Is the parking lot clean? Is it easy to park? How is the lighting in your shop? Are the mats clean? Did anyone greet the customer?  Customer's experience while shopping: Is your store properly merchandised? Is it clean? Are your staff members pleasant and helpful?  Do you play music? Customer's check out experience: Is your cash wrap neat? Are you offering conversation to your customer? Is the receipt process smooth? How are you and your team handling any missteps? Customer's experience after they've left: Do you have things in place for them to refer you, to easily contact you with questions, to leave a review? Customer's experience when they return: Is your staff good at recognizing repeat customers? Do you welcome them back?   As you walk through every touchpoint, the most important question to ask yourself is “What is my customer thinking and FEELING while they are experiencing every aspect of my brand and my shop?”   The customer's journey map is ever-changing so be sure to go through this process regularly. This will help solidify your brand and improve your customer's experience and in turn what they are saying about your business.    Don't forget, please leave a review or star rating!  Resources Mentioned:   Retailer's Inner Circle   Related podcasts we think you'll like:   Episode 141 - Are you Running the Store of Your Dreams? Episode 139 - 6 Things to Focus on in 2023 Episode 97 - 5 Mistakes to Avoid on Your Website Episode 126 - 10 Simple Ways to Level Up Your Shop For more support from Wendy   Retailer's Inner Circle - Join Wendy inside the best retailer's community   Wendy's FREE Resources for shop owners    Hang out and connect with Wendy on IG    More ways to connect  with Wendy     Retail Made Simple - Wendy's on demand course for shop owners wanting more from their business     Full show notes here https://wendybatten.com/144/      

In this solo podcast episode, I talk about:✨  what is a customer journey map✨  what are the different stages of the customer journey✨ what are the categories to analyze✨ how to create the customer journey map and examples for each categoryDon't forget to subscribe to my podcast and leave a review if you liked this episode! ✨Buy my book, Zero to Four Figures, here: https://www.themarketingnomad.co/books/zerotofourfiguresA bit about me:My name: Prithvi MadhukarPseudonym: The Marketing NomadI'm a marketer, business owner, entrepreneur, author of Zero to Four Figures: Lessons Learned by a Broke CEO, podcaster, youtuber, Etsy Shop Owner, Skillshare Teacher, and influencer with a zest for life, passion for marketing and an aim to travel the world while building my business empire ❤️Say Hi! to me:Instagram -  https://www.instagram.com/themarketingnomadLinkedin -  https://www.linkedin.com/in/prithvimadhukar/Skillshare -  https://www.skillshare.com/r/user/themarketingnomad?gr_tch_ref=on&gr_trp=onPodcast - https://podcasts.apple.com/us/podcast/the-marketing-nomad-show/id1531854014YouTube -  https://www.youtube.com/channel/themarketingnomadMy Etsy Shop:  https://www.etsy.com/shop/TheMarketingNomadCoConsulting Services I offer:Social Media Marketing | Website Marketing | Content Marketing | Email Marketing: https://www.themarketingnomad.co/packages☕ Buy me a coffee if you'd like! ☕https://www.buymeacoffee.com/marketingnomadDISCLAIMER: You are absolutely not required, ever! However, if you liked this episode and you want to say thank you, then this is just me keeping that option open :) I am grateful for anything but please never feel like you have to! :)Download:1. Marketing Plan Worksheet - https://www.themarketingnomad.co/marketing-plan-worksheet2. IG Post Checklist - https://www.themarketingnomad.co/lm-start-post-checklistSupport the show

A really great customer experience is something that will keep clients coming back to you again and again. But contrary to what we might think, our client's experience is a lot more than just what happens on the day of the session and how much they like the photos we deliver…. There are so many opportunities to give them that "WOW" experience (or not)!Today, I'm sharing a tool that will help you map out your customer's journey every step of the way, then figure out where and how you can improve those steps to really elevate your customer experience. Links: Download The Customer Journey Map Worksheet Watch the Simple Sales Masterclass where Annemie teaches the 6 steps to running a profitable, sustainable photography business you love. Join the TCBTH Facebook Group - a supportive, business-focused group for photographers. Leave a review!

There is a call for intimacy in this season. Greg, Katie and Scottie share how some of the resources on the Journey Map have provoked their spiritual growth and enriched their relationship with Jesus.

Pastor Greg discusses how spiritual growth doesn't happen on accident. We can be intentional in our spiritual growth through personal and corporate study of resources found on our Journey Map.

The process of creating a customer journey map can provide insights into your customers, as well as the internal teams, processes, and platforms that serve them, but it requires an understanding of how to effectively use the journey map well in order to take it from a fancy graphic into something truly beneficial to the organization. Today we're going to talk about how to make your customer journey maps valuable and create real-world value from them. To help me discuss this topic, I'd like to welcome Carlos Manalo and Stratton Cherouny, Co-Founders of Office of Experience. RESOURCES The Agile Brand podcast website: https://www.gregkihlstrom.com/theagilebrandpodcast Sign up for The Agile Brand newsletter here: https://www.gregkihlstrom.com Get the latest news and updates on LinkedIn here: https://www.linkedin.com/company/the-agile-brand/ For consulting on marketing technology, customer experience, and more visit GK5A: https://www.gk5a.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow

“Customers don't care about organizational structures or silos. They care about the value they're receiving. To customers, it's all one service and one experience.” That quote comes from a recent whitepaper about improving CX and EX written by today's guest.   Justin Zalewski spent a decade with Studio Science, a design and innovation agency that helps businesses design for people and that helps deliver better experiences - every day for every customer.   He currently serves as Director of Product Design and Strategy, leading a team of designers and developers focused on product design, UX design, and software development for clients ranging from market-leading technology companies to Fortune 500 brands. In this episode, we talk about:  How should someone be thinking about whether customer experience is best in their organization? What are the core concepts of human-centered design?  How should you balance quantitative and qualitative data coming in from your customers? How can research and discovery phases save you 10x down the line? Why do we typically approach EX and CX as separate things?  What is a Service Blueprint and how does it support a Journey Map?  More information about Justin and today's topics: LinkedIn Profile: https://www.linkedin.com/in/justinzalewski/   Company Website: https://studioscience.com/   Other Relevant Links: Delivering Better Services by Aligning CX and EX (Whitepaper) - https://studioscience.com/wp-content/uploads/2022/04/2022_Service-Design-Whitepaper.pdf   Justin's Calendly - https://calendly.com/studioscience/   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Amazon, or Google Podcasts, and find more episodes on our blog.

In this episode of Confessions of a Higher Ed CMO, Jaime talks with Renee Seltzer, Marketing Growth Agency Owner and Fractional CMO, about creating customer journey maps. Creating a journey map can help your institution understand the steps a student takes as they enroll and matriculate. They can be incredibly valuable in identifying – and ultimately fixing – friction points that could cause a student to stop the enrollment process. Higher ed leaders who take equity seriously will also find value in this conversation. Takeaways from this episode include:An introduction to journey mapsTips for creating your own journey maps, including identifying resourcesHow fixing friction points is important as students struggle with the cognitive load that came with COVIDHow artificial intelligence can improve the student journeyAdvice on using a variety of technologies to engage the modern studentInsight into the ways our current approaches exclude historically marginalized populationsConfessions of a Higher Ed CMO is sponsored by our friends at Mindpower - a full-service marketing and branding firm celebrating nearly thirty years of needle-moving, thought-provoking, research-fueled creative and strategy. Mindpower is women-founded and owned, WBENC certified, nationally recognized, and serves the social sector – higher education, healthcare, non-profits, and more. The Mindpower team is made up of strategists, storytellers, and experience creators. From market research to brand campaigns to recruitment to fundraising, the agency exists to empower clients, amplify brands, and help institutions find a strategic way forward. Learn more about Mindpower here! Confessions of a Higher Ed CMO is a part of the Enrollify Podcast Network.  If you like this podcast, chances are you'll like other Enrollify shows too!  Our podcast network is growing by the month and we've got a plethora of marketing, admissions, and higher ed technology shows that are jam packed with stories, ideas, and frameworks all designed to empower you to be a better higher ed professional. Our shows feature a selection of the industry's best as your hosts. Learn from Mickey Baines, Zach Busekrus, Jeremy Tiers, Corynn Myers, Jaime Gleason and many more. Learn more about The Enrollify Podcast Network at podcasts.enrollify.org. Our shows help higher ed marketers and admissions professionals find their next big idea — come and find yours! 

This is an Impact Pricing Blog published on June 15, 2022, turned into an audio podcast so you can listen on the go. Read Full Article Here: https://impactpricing.com/blog/buyers-value-journey-map/ If you have any feedback, definitely send it. You can reach us at mark@impactpricing.com. Now, go make an impact. Connect with Mark Stiving: Email: mark@impactpricing.com LinkedIn: https://www.linkedin.com/in/stiving/  

What I know is that goal mapping not journey mapping is a new way of leading, uniting your organization and earning the right to customer driven-growth. Goal mapping will drive you to reflect on new customer-driven KPIs. Thinking about: how will you operationally measure the outcome metrics that will earn their goals? Not just asking them how we did or how satisfied they are. And also recognizing in a B2B standpoint, what are you doing to help them achieve their goals?

A goal map starts with the goals your customer wants to achieve and shifts your KPIs. By measuring the things that your customer cares about, it transforms how you do work. Find the show notes and more information at customerbliss.com/whatiknow.

Customer journey mapping is a powerful tool within customer experience that you can use to map out your own patient journey. Our very own Dr. Manning dives into using this practice building tool. Key Takeaways:The individual you are taking of in your practice is a patient customer or patient consumer. They are both a patient, receiving health care they need and value, AND a customer, making decisions like a consumer, both coming to you and purchasing from you.Start with a high level journey map. Take time to identify what are the individual steps the patient takes from the very beginning of their journey with you through your ongoing communication.Once you've confirmed your high level journey map, dive deeper into what the individual experiences at each what.What actions do they take?How are they feeling? What are their emotions?What means of communication or technology are they using?What do you want them to feel during and after that step with your practice?Engage your team throughout the entire journey mapping process!We want to hear from you! Let Dr. Manning know about your own customer journey mapping experience and what insights you uncover!

If you have a product or a service, you may be looking into how you can start marketing it. Or you might be thinking of how to diversify your revenue, build a new product and genuinely create further clarity in your business. This is hard to do without a model to follow. But, before you go any further, we'd love to throw you an ideal way.Why don't you take a step back and think about your customer and the journey they make to buy or purchase your product or service. And why, you may be wondering? Well, in this next episode, we're going to go through why we believe it's imperative to step back and understand your customer journey before making any big plans. With more insight, you can make better and more informed decisions.Head over to growgetters.io for full show notes!GrowGetters Club is a perfect blend of everything you need to launch your side hustle or scale your business in no time. Get exclusive access to expert lead masterclasses and events, covering the hottest future skills topics so you stay on top of your game. And the best part of all, you'll be part of a growing movement of women who are taking active steps to future-proof themselves and encourage each other to thrive. Come and join the waitlist for Growgetters Club, Click here to sign up!

A common mistake organizations make with their experience is failing to understand customer expectations. This mistake will lead to customers feeling unhappy and disappointed—two emotions I guarantee won't contribute to your customer-driven growth.  Expectations are a form of Reference Point, which people use to compare and evaluate experiences. The expectations are rational, emotional, and sensory, and are an essential companion for customers as they walk your customer journey, making them essential for your Journey Map.  What's worse, we aren't meeting customer expectations, at least not according to the American Customer Satisfaction Index. On a recent podcast, we explored how the ACSI is showing poor outcomes for customer satisfaction over the last ten years, a time span that make it impossible just to blame the virus.  In this episode, we talk about customer expectations and why so many companies get them wrong. We will also take a look at why we have expectations and where they originate, as well as the reasons we think this way. Perhaps most importantly, we will talk about how to avoid disappointing customers' expectations when you present them your experience.  Key Ideas to Improve your Customer Experience Let me start by asking if you have ever been to the Congo? Most people haven't. However, if I asked you what it might be like, what would you say? Some people might say they picture it to be a jungle country. They might use words like green, humid, or lush. Some might say dangerous or sweaty.  However, in most cases, they don't know any of this stuff is true. So, how did these images and adjectives get there? My guess is these descriptions come from books or movies people might have read or seen, or stories they heard over the years in school. This exercise demonstrates how customers' expectations develop.   Here are a few other key moments in the discussion: 09:33  Ryan explains the theory behind why we need to draw upon our past experiences or construct ideas about new experiences as we go about our daily lives for comparison's sake. 11:32  Colin builds upon Ryan's example about drawing upon experiences by pointing out that the past experience does not have to be in the same industry vertical to be the comparison.  15:13 Colin gets into the importance of understanding customers' emotional expectations as well as their rational ones to deliver an experience that satisfies and delights them.     22:57   We talk about how customers' expectations can change over time and can be reasonable, so it's important not to blame your problems on unrealistic customer expectations. 26:59   Colin and Ryan both share their practical advice on what to do about understanding customer expectations and how to apply it to the experience you deliver.       Please tell us how we are doing! Complete this short survey.  Customer Experience Information & Resources LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter. Click here to learn more about Professor Ryan Hamilton of Emory University.  Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.  How can we help? Click here to learn more about Beyond Philosophy's Suite of Services.

Randa Hoffman - Spiritual Financial Planner Born in Saudi Arabia and raised in Jordan to an Arab father and American mother, I saw the good and bad money brought out of people. We were middle-class and never talked about money, so I had to figure it out on my own, which led to mistakes along the way and continuous adjustments. What is Spiritual Financial Planning? At the core of what I do for my clients is introduce them to their heart's desires and co-create inspired actionable steps to manifest those goals into reality. Spiritual Financial Planning begins with a guided visualization to introduce you to goals, desires, and wants in your life both that you constantly dream of, and others that are tucked away deep inside. By understanding your soul's mission and elevating your vibration to be in alignment with your goals and money, we'll co-create a Journey Map with inspired actions both financial and non-financial. We then will reach those goals by connecting desires to financial and life decisions. https://radiantwealthplanning.com Randa@radiantwealthplanning.com

Is your life a big question mark ❓Are you questioning…You Career❓Your Purpose❓Your Values❓Your Impact❓Your Legacy❓How to do life right❓Do you feel like you have a call to do something more, or to be something more?If you're feeling stuck in your career or  an area life, if you're asking BIG life questions and are in search for clarity, you might be on the Hero's Journey – a journey where your character, strength, and skills are tested and developed. If this sounds familiar, that's because this exact narrative template has inspired countless stories from ancient myths to modern television shows and movies. Tune into this week's episode to learn more about the Hero's Journey, and strategies to answer those BIG life questions, gain the clarity you need, and victoriously elevate to new heights. Download your FREE Hero's Journey Map and Breakthrough questions to help conquer your journey at www.empowerhousecoaching.co/journey. If you're interested in gaining more success mindset tools and strategies to help gain clarity on your next life chapter, and uncover who you really and your possibilities, join the Clarity Catalyst Group Coaching program which launches January 10, 2022. Visit www.empowerhousecoaching.co/cij-group. Not sure if this program is for you? Tryin coaching for free to test the tools! Schedule your FREE session here: https://calendly.com/empowerhousecoaching/50min