Visitor Journey Map
May 10, 2016

How the Smithsonian Built their Journey Map, with Samir Bitar – [CB4] [PODCAST]

The Smithsonian is a series of 19 museums, all with different focal points. How do customers (guests) move through that experience seamlessly? Samir Bitar has been working on aspects of that question for a decade. I talk to him about guiding the work properly.


February 4, 2016

Quickly Accept Accountability When Things Go Wrong

The role of the CCO is to unite the organization in building a one-company version of their customer journey. This includes knowing what to do when things go wrong and accepting accountability to repair the emotional connection with your customer.