Journey maps are user-facing narratives that show what the person sees and feels. Service blueprints add the “backstage” layers: people, processes, and systems that create those moments. A practical pattern is: map one critical path end-to-end as a journey, then layer a blueprint to expose owners and measurement. That’s usually enough to run a focused experiment next week.
Three inputs beat twelve: activation state, usage recency/depth, and key feature adoption. Start with equal weights. If AUC/ROC against churn is ~0.5, your inputs are wrong, not your math. Fix the signals first.
Digital CS isn’t “CS, but cheaper.” It’s behavior‑driven messaging, self‑serve paths that don’t humiliate users, and targeted human help where it changes the slope. I build it around three loops: – Teach the next action. Contextual nudges beat newsletters. – Detect risk early. Silence is a signal. Weird patterns are, too. – Reward progress. Show…
Health scores work when they are legible and predictive. Keep the inputs few, stable, and behavior-based (e.g., activation milestones met, usage depth/recency, key feature adoption). Write the attribution rules down so you can explain changes. If you can’t predict churn or expansion better than chance, your model is a vanity metric—fix the inputs before tuning…
Almost every organization has attempted customer journey mapping at some point. Too often, the result is an eye-pleasing visualization that soon sits forgotten in a slide deck. This happens because we don’t use CJMs in a way that guides us in solving real business problems. This methodology takes a different approach. It focuses on creating…
Keep risk reviews to three questions: what moved this account’s health since last review, what’s the next intervention, and what evidence says it will work. Ban status theater. If we can’t state the risk and the counterfactual clearly, log an assumption and test it.
Churn is a lagging indicator. By the time a customer cancels, the problem started months earlier, usually as low engagement or stalled adoption. If you’re reacting to churn risk at renewal time, you’re already behind. The simplest formula for keeping customers I have been able to validate is below: Retention = Experience + Outcomes(Adoption(Engagement)) Work…