Follow the I4 Process Blog

 Subscribe in a reader

Enter your email address:

“Shelley worked with the union, school personnel and management to change the way maintenance serviced the schools. The shift to a customer centered approach increased the amount of work and speed of response and delighted the schools.”

Dan Katzir
Executive Director (former)
UCLA School Management Program

 

The Customer Journey – Why and How? Part 2

Screen Shot 2015-02-25 at 11.59.36 AM

If we can be totally creative in building the Customer Journey map, what criteria, based on others experience, should we use to make our decision?

In Part 1 explained the Customer Journey process, how it is different from a process model with the customer and employees in swim lane roles, and showed the two predominate […]

The Customer Journey – Why and How? Part 1

Screen Shot 2015-02-25 at 11.59.36 AM

We know what the customer role is in a process, so how is the Customer Journey different? The Customer Journey is a relatively new term which describes the full customer experience within your organization- from when they first interact with you (often as just a interested body or possibly a prospect), to all their interactions […]