{"id":31470,"date":"2023-05-20T03:04:44","date_gmt":"2023-05-20T07:04:44","guid":{"rendered":"https:\/\/beyondphilosophy.com\/?p=31470"},"modified":"2023-06-08T17:38:24","modified_gmt":"2023-06-08T21:38:24","slug":"how-to-integrate-customer-behavior-into-your-journey-maps-to-gain-roi","status":"publish","type":"post","link":"https:\/\/beyondphilosophy.com\/how-to-integrate-customer-behavior-into-your-journey-maps-to-gain-roi\/","title":{"rendered":"How to integrate Customer behavior into your journey maps to gain ROI"},"content":{"rendered":"\n<!-- iframe plugin v.6.0 wordpress.org\/plugins\/iframe\/ -->\n<iframe loading=\"lazy\" style=\"border:none\" src=\"\/\/html5-player.libsyn.com\/embed\/episode\/id\/26340528\/height\/100\/width\/\/thumbnail\/yes\/render-playlist\/no\/theme\/custom\/tdest_id\/606730\/custom-color\/f7a011\" height=\"100\" width=\"100%\" scrolling=\"no\" 0=\"allowfullscreen\" 1=\"webkitallowfullscreen\" 2=\"mozallowfullscreen\" 3=\"oallowfullscreen\" 4=\"msallowfullscreen\" class=\"iframe-class\" frameborder=\"0\"><\/iframe>\n\n<p class=\"p5\">Journey Maps can be useless exercises. That&#8217;s right\u2026we said it. However, these often-used tools don&#8217;t have to be as useless as they usually are. Journey Maps are only useless if you don&#8217;t include the customer&#8217;s emotional journey in them.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p class=\"p5\">Emotional journeys are the &#8220;squishy stuff&#8221; associated with why customers buy from you. Since customer&#8217;s feelings are challenging to itemize, many organizations tend to leave them off. However, the result is a customer process, not a journey map.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p class=\"p5\">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&#8217; needs that they come back for more (and more)?<\/p>\n<p class=\"p5\">In this episode\u2014 and at the behest of a very complimentary listener who says we actually taught them something (!!)\u2014we 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.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/p>\n<p class=\"p5\">Here are some other key moments in the discussion:<\/p>\n<ul class=\"ul1\">\n<li class=\"li5\"><strong>04:10<span class= \"Apple-converted-space\">&nbsp;<\/span><\/strong> 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.<\/li>\n<li class=\"li5\"><strong>12:15<span class= \"Apple-converted-space\">&nbsp;<\/span><\/strong> 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.<span class= \"Apple-converted-space\">&nbsp;<\/span><\/li>\n<li class=\"li5\"><strong>21:29<span class= \"Apple-converted-space\">&nbsp;<\/span><\/strong> 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.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/li>\n<li class=\"li5\"><strong>27:05<span class= \"Apple-converted-space\">&nbsp;<\/span><\/strong> 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.<span class= \"Apple-converted-space\">&nbsp;<\/span><\/li>\n<li class=\"li5\"><strong>32:58<span class= \"Apple-converted-space\">&nbsp;<\/span><\/strong> Colin shares a personal story of how a rental car company bamboozled him into getting a car he couldn&#8217;t afford after a long-haul flight across the pond, and it cost the company money as a result.<span class= \"Apple-converted-space\">&nbsp;<\/span><\/li>\n<li class=\"li5\"><strong>37:00<span class= \"Apple-converted-space\">&nbsp;<\/span><\/strong> 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.<span class=\"Apple-converted-space\">&nbsp;<\/span><\/li>\n<\/ul>\n<p><span class= \"Apple-converted-space\">_________________________________________________________________<\/span><\/p>\n<p>Did you know we have a YouTube Channel too?&nbsp;<a href=\"https:\/\/www.youtube.com\/c\/ColinShaw_CX?utm_source=Youtube&amp;utm_medium=LinkedIn+Article&amp;utm_campaign=Newsletter:+Fear\" rel=\"nofollow noopener\" target=\"_blank\">Check it out here<\/a>.<\/p>\n<p> Connect with Colin on LinkedIn&nbsp;<a href=\"https:\/\/www.linkedin.com\/in\/colinrjshaw\/\" rel=\"nofollow noopener\" target=\"_blank\">HERE<\/a>.<\/p>\n<p> Follow Colin on Twitter&nbsp;<a href=\"https:\/\/twitter.com\/ColinShaw_CX?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor\" rel=\"nofollow noopener\" target=\"_blank\">HERE<\/a>.<\/p>\n<p> Click&nbsp;<a href=\"https:\/\/beyondphilosophy.com\/our-team\/ryan-hamilton\/\">HERE<\/a>&nbsp;to learn more about Professor Ryan Hamilton of Emory University.&nbsp;<\/p>\n<p> To learn more about Beyond Philosophy&#8217;s Suite of Services&nbsp;<a href=\"https:\/\/beyondphilosophy.com\/cx-services\/\">Click here<\/a>.<\/p>\n<p><a href=\"http:\/\/intuitivecustomer.libsyn.com\/how-to-integrate-customer-behavior-into-your-journey-maps-to-gain-roi?tdest_id=606730\" rel=\"nofollow noopener\" target=\"_blank\"><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Journey Maps can be useless exercises. That&#8217;s right\u2026we said it. However, these often-used tools don&#8217;t have to be as useless as they usually are. Journey Maps are only useless if you don&#8217;t include the customer&#8217;s emotional journey in them.&nbsp; Emotional journeys are the &#8220;squishy stuff&#8221; associated with why customers buy from you. Since customer&#8217;s feelings [&hellip;]<\/p>\n","protected":false},"author":3143,"featured_media":24561,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[640],"tags":[],"class_list":["post-31470","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-podcasts"],"_links":{"self":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/31470","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/users\/3143"}],"replies":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/comments?post=31470"}],"version-history":[{"count":0,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/posts\/31470\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media\/24561"}],"wp:attachment":[{"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/media?parent=31470"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/categories?post=31470"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/beyondphilosophy.com\/wp-json\/wp\/v2\/tags?post=31470"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}