Barlow Bands (Convergence/ Divergence)

Barlow Bands, or Convergence/Divergence bands, are a data visualization technique that allow for the tracking and comparison of two metrics. Inspired by Wall Street’s Bollinger Bands, these bands offer a way to analyze and measure data strategically to uncover deeper insights by examining what’s happening in the gaps and where the bands are closely aligned.

Barlow Bands are an in-depth analysis of where employee and customer experiences come together and where they diverge. The more you can understand about where teams are working in harmony with the customer, the more you can uncover new opportunities for growth and improvement. Likewise, you can better understand where to deploy your capital, so you can reduce costs while simultaneously reducing friction points.

A Layered Approach to Data Visualization

The data visualization technique, Barlow Bands, was inspired by Wall Street where Bollinger Bands are used to predict what will happen in the market so investors can make more intelligent decisions about where to put their money. This concept holds true for organizations that want to deploy their budgets more strategically while simultaneously improving employee and customer experiences.

These bands map offer clear signals of the highs and lows of both employee and customer experiences. In visualizing the convergences of the bands, and the divergences, organizations are empowered to pinpoint where there’s trouble and where things are going well. These patterns between touchpoints allow you to get a better insight into where and how you make shifts to improve those experiences overall.

Mapping the Customer and Employee Experience

Leveraging transitional touch points allows organizations to drill down on the interconnections, expectations, and convergences/divergences between employee experience (EX), customer experience (CX), and brand experience (BX). In turn, teams have a more intelligent way of deciding where to innovate on the customer experience, brand deliverables, and other core decisions. Using Barlow Bands keeps the guardrails up to ensure no strategic changes and cost reduction strategies derail the experience for the team or the customer.

Identifying Disconnects Across the Customer Journey

We have a wealth of data at our disposal. The challenge isn’t always gathering it. It’s translating it into something useful and transformative.

Layering experiences allows teams to clearly and accurately spot where steep experiential drop offs occur, where paths converge with positive experiences, and where scores or path contrast and signal things might be going poorly. By using Barlow Bands, key decision makers can focus in on every single touchpoint along the buyer’s journey and determine where improvements need to occur.

Interpreting Convergences and Divergences

It’s nearly impossible to gain buy-in without shining a light on your organization’s core values, direction, and model. This understanding, which you’ll only be able to assess through VoE data, is essential for employees to know where their work impacts the organization and the customer. Without that understanding, employees lack passion and thus lack buy-in.

Impactful Divergences

It’s nearly impossible to gain buy-in without shining a light on your organization’s core values, direction, and model. This understanding, which you’ll only be able to assess through VoE data, is essential for employees to know where their work impacts the organization and the customer. Without that understanding, employees lack passion and thus lack buy-in.

Positive vs. Negative Convergences

Positive convergences occur above the baseline. With an accurately scored baseline in place, organizations can rest easy knowing that things are running smoothly at those areas on the line where the Barlow Bands converge.

On the other hand, a convergence below the baseline is often problematic and must be fixed ASAP. These convergences are a red flag that both internal processes and external experiences are off, costing your organization money.

Customer Experience (CX) Terms

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