In this conversation, Gary Marra and Dave Seaton delve into the intricacies of journey mapping, focusing on the Dave’s DARMA method ™. They discuss the importance of understanding customer experiences, common pitfalls in journey mapping, and the steps involved in the DARMA method, and then purposely focus on the FIRST A or the “Analyze” phase. The conversation emphasizes the need for thorough research, stakeholder engagement, and the development of actionable insights to drive meaningful change in customer experience.

They discuss real-world examples of how understanding customer journeys can significantly reduce churn and improve onboarding experiences. The dialogue also touches on the relevance of CX maturity assessments and the necessity for independent consultants to specialize in their fields. Dave shares personal anecdotes about his career growth and the lessons learned from failures, emphasizing the importance of taking risks and finding one's niche in the consulting world.

Takeaways:

• Effective journey mapping requires customer insights, not just internal opinions.
• Half of journey maps created fail to drive change.
• Align journey mapping projects with strategic business goals.
• The DARMA method ™ consists of five steps: Define, Analyze, Research, Map, Act.
• Stakeholder engagement is crucial throughout the journey mapping process.
• Data analysis should include customer behavior, operational, financial, and sentiment data.
• Develop a journey hypothesis to test against real customer experiences.
• Journey mapping is not a quick exercise; it requires thorough analysis and research.
• Change management is an essential component of journey mapping.
• Journey mapping reveals critical moments that impact customer behavior.
• Maturity assessments may not resonate with business leaders.
• Specialization in consulting leads to greater clarity and success.
• Taking risks can lead to significant career advancements.

Chapters

01:22 Introduction

02:53 Understanding Journey Mapping

07:16 The DARMA Method™ Overview

13:43 Analyzing the Current State

22:52 Journey Mapping Done Right, Analyzing Customer Churn

29:00 Another Example: Onboarding Challenges

32:11 “Does it Hold Water?”

35:53 Chip Shots

Look for Dave’s review of the “D” Phase in Rick Denton’s CX Passport Episode coming out soon!

Book Recommendation:

Primal Leadership by Daniel Goldman et al

Connect with Dave:

https://www.linkedin.com/in/daveseaton/

https://www.seatoncx.com

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