Clued In Podcast with Lou Carbone

In this episode Lou discusses the topic of Journey Mapping…but not for the reason you may think. Journey maps have been used in process improvement for many years and provide valuable insights for process improvement, creating efficiencies, and more. However, to create truly distinctive experiences that provide a competitive advantage, the viewpoint taken to create your map is critical.

Are you mapping your customer’s journey by ‘walking in their shoes’ (website visits, interactions with employees, etc.) or are you mapping the journey ‘from the mind of the customer’? Join Lou as shares his insights and how this perspective provides organizations the ability to imbed clues that create a distinct experience and increase brand loyalty.

Show Notes

In this episode Lou discusses the topic of Journey Mapping…but not for the reason you may think. Journey maps have been used in process improvement for many years and provide valuable insights for process improvement, creating efficiencies, and more. However, to create truly distinctive experiences that provide a competitive advantage, the viewpoint taken to create your map is critical.

Are you mapping your customer’s journey by ‘walking in their shoes’ (website visits, interactions with employees, etc.) or are you mapping the journey ‘from the mind of the customer’? Join Lou as shares his insights and how this perspective provides organizations the ability to imbed clues that create a distinct experience and increase brand loyalty.

What is Clued In Podcast with Lou Carbone?

Clued In with Lou Carbone is an opportunity to hear from Lou and guests. Recognized globally at forefront of the creation of experience management as a business discipline Lou will expand your perspectives. The impact you can make in the CX, EX, and Patient Experience space will be enhanced by Lou’s distinctive and unique vision and foresight in the space.

Lou is the author of Clued In, How to Bring Customers Back Again and Again; numerous widely cited academic articles, 100’s of lectures at business schools, as well as over a thousand presentations and Keynote Addresses globally. Carbone is the founder and CEO of the first company ever that was dedicated solely to the science and art of experience management Experience Engineering®.