Please support our fantastic sponsor, Touchpoint Dashboard!

Are you mapping your customer journeys but struggling with how to derive value from your maps? Touchpoint Dashboardis a powerful web-based journey mapping platform that makes visualizing, collaborating, and sharing maps so easy to do. Touchpoint Dashboard was purpose built to ensure that your journey maps meet your goals and become the catalyst for change that they were meant to be. Sign up for a free 15-day trial to see how Touchpoint Dashboard can help you understand - and transform - your customer experience.

Jeannie and Adam discuss how the desire to measure things sometimes leads to action. But what if it doesn’t?

Are we obsessed with big data, dashboards and quarterly reports? It’s important to track things, but why?

Discussion begins at 1:20.

Raj discusses how eBay went from being too metric-centric to becoming a truly customer-centric organization. Do you know if your organization is too metric-centric? Listen to this insightful interview to find out.

Raj highlights how producing a series of dashboard with trending metrics really doesn’t necessarily drive results. Are your metrics driving change?

Plus, hear about the strangest thing Raj has heard of being posted on eBay!

Discussion begins at 6:55.

Instead of starting with what the hotel experience has always been, Virgin redesigned the room experience from the ground up.

Jeannie is impressed with the small touches especially for women business travelers. So many great small moments!

Discussion begins at 21:54.

Guest Speaker / People

Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices