A journey is the process of travelling from one place to another by land, air, or sea.
A trip is the process of travelling from one place to another, staying there, usually for a short time, and coming back again.
A voyage is a long journey from one place to another in a ship or spacecraft.
An excursion is a short trip made either as a tourist or in order to do a particular thing.
You make or go on a journey.
You take or go on a trip.
You make a voyage.
You go on an excursion.
Don’t use ‘do’ with any of these words. Don’t say, for example, ‘ We did a bus trip ‘.
Past participle: journeyed
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The Postpartum Journey
This is the story of a woman who struggles with her feelings after the birth of her baby. The story is based on real life experiences of women who shared their stories. The quotes in the story are real quotes. The names and communities in which these women and their partners live have been changed to protect their privacy.
The story tells of a woman’s journey of becoming a mother, the struggles that came with it and ways she found support. We suggest that you read the 8 sections of her journey in order. You will find useful resources along the way that you may relate to, including videos of parents speaking about their own experiences at the bottom of each page.
The Journey was developed in collaboration with:
Pacific Post Partum Support Society
200 — 7342 Winston St.
Burnaby, BC V5A 2H1
Business Line: 604.255.7955
Supporting Mothers and Families
Our mission is to end the isolation and distress experienced by many women and their families with the profound life change that accompanies the birth or adoption of a child.
We provide telephone support, weekly women’s support groups, partner education sessions, community trainings and resource materials.
© 2018 Pacific Post Partum Support Society. All Rights Reserved.
Route 3 — Post Tender Clarification — Tender Clarifications
The objective at the clarification stage is to clarify the tenders as submitted.
Tender, or bid clarifications may become necessary during the evaluation of tenders. For example, where there are aspects of the bids that are unclear or contain minor errors. The Procurement Officer should consider whether, where a certain aspect of the bid seems ambiguous, it might be prudent to request clarification. For example, if the tender has asked for services to be completed daily and a tenderer responds that the services will be completed seven times per week, you would seek clarification that the services are indeed completed once per day. Clarification may also be sought from tenderers on matters of quality performance or particular terms and conditions of contracts.
In seeking clarification, all communications with tenderers must be properly recorded so that an audit trail is maintained. If PCS-Tender is being utilised, clarifications can be recorded on the system in the messaging area.
Negotiations in relation to price, essential aspects of the tender or other areas where bid improvements may be possible must not take place as part of the clarification process.
The Procurement Officer should give all tenderers who are able to meet the requirements of the tender the same opportunity to engage in tender/bid clarification. Extreme caution and care must be exercised to avoid either unfairness to potential tenderers or the impression of unfairness to some tenderers.
Procurement Officers should examine tenders to ensure that tenderers are not making fradulent claims, and have delivered similar types of work, if they have claimed to do so. In doing so the following points should be considered:
Are the claims made in the tender submissions legitimate and verifiable
If tenderers are inexperienced in the type of work being tendered, tenders may appear excessively high or abnormally low. In both cases Procurement Officers should ensure that suppliers have understood the scope of the requirement
Have there been any perceived or obvious attempts to influence/interfere with the process?
Are there similar tenders with a large price discrepancy between different tenderers? This could suggest collusion
Was anyone involved who should have been excluded as part of the selection process?
Should a conflict of interest have been identified earlier in the process?
Have conflict of interest declarations been examined and ratified?
Are there tenders with large price discrepancies from tenderers, who have worked in the same industry for some time? This could again suggest collusion
Read and digest the tone of emails. Do they appear over friendly or allude to additional meetings either professionally or socially? Information is often exchanged during a visit or a social event. Procurement Officers should always maintain an audit trail of all correspondence
Were all tenders submitted on time and delivered in the prescribed manner? Examples of tenders being sent via a person within the tendering organisation could constitute a breach of protocol and should be examined
Were late tenders accepted and if so was there a legitimate reason?
Abnormally Low Tenders
Where tenders appear abnormally low in relation to the supplies and services being offered, organisations are required to clarify the price or costs proposed in the tender with suppliers.
These clarifications may relate, in particular, to the following:
the cost of the manufacturing process of the services provided
the proposed technical solutions or any exceptionally favourable conditions available to the tenderer
the originality of the supplies or services proposed by the tenderer
the tenderer’s compliance with applicable obligations in environmental, social or labour law
the tenderer’s subcontracting arrangements
the possibility of the tenderer obtaining state aid
Note that if it is found that the tender is abnormally low as a result of breach of environmental, social or employment law obligations, including collective agreements and International Agreements, the tender MUST be rejected.
Where it is established that a tender is abnormally low because the bidder has obtained State Aid, the tender may only be rejected on that ground alone after consultation with the bidder and where the bidder is unable to prove within a sufficient time limit that the aid is not compatible with the internal market.
Before awarding the contract you should ensure you receive the most up-to-date supporting documents referred to in the selection stage response e.g. certificates.
Post-Tender Negotiation (PTN), where it is practiced by an organisation, should be handled as a separate exercise from Tender Clarification.
A Sticky Debate… Journey Mapping with Post-It Notes. Yes or No?
There are a lot of ways to create customer journey maps, so how do you know which method is best? It can be confusing, we know! Some formats and tools may work better for you than others – it all depends on how you plan to use and share your journey map and its findings.
Post-It Notes can be a good way to start a customer journey map. Check out the perks and pitfalls of this mapping method to determine if it will work for you. Image Source: DesigningCx
At Touchpoint Dashboard, we often get asked to explain the differences between various journey mapping methods. In fact, a few weeks ago, we outlined the differences between various software programs. Today, as our post title suggests, we’re going to highlight some of the perks and pitfalls of mapping with Post-It Notes.
Before we do, though, I want to note that there is no right or wrong way to map, as long as you incorporate the necessary ingredients, engage a cross-functional team and use an outside-in approach. (See our white paper, “Cooking Up a Winning Customer Journey Map” for details on necessary map ingredients.)
That said, let’s explore the Perks & Pitfalls of Post-It Note Mapping:
- It’s not always easy to get teams together, especially when they work in different locations, cities or countries!
- If key people miss the workshop, how do you share the map with them? It’s not easy to share a white board or a wall! (You need to re-input all the map data/design into software to share).
- Travel and budget considerations with in-person workshops
- In order to make this map lasting and share it with the organization, you will need to input everything into software to make it lasting and editable. This can be time consuming, and not all software-created maps are easy to design and edit.
- Provides a nice picture of the customer journey in its current state.
- Helps teams visualize how customers interact with their brand and touchpoints.
- Points out areas in the journey where customers are pleased and where they experience pain.
- Provides only a snapshot in time. Just like your business, your customer journey is always changing with the addition of your new channels and touchpoints.
- Lacks deep insight into the customer experience – this map format doesn’t provide enough room to include specific details about pain points and best practices – you need to refer to supporting documents and other Voice of the Customer data to get the full picture.
- There’s a lot of flipping back and forth between documents.
Touchpoint Dashboard Vs. Post-It Notes
The Post-It Note mapping method can be great way to start a map, especially when used in a workshop setting. However, as you can see, there are many limitations to it. Touchpoint Dashboard can be used in conjunction with Post-It Note mapping method. It can provide the necessary durable, sharable, secure and editable map format that the Post-It Note method lacks.
If you want to learn more about Post-It Note mapping, check out this Moz White Board Friday video. It’s a nice resource for new mappers. The video outlines how easy it is to create a journey map of a customer’s shoe buying experience. Keep in mind, for time sake, the map isn’t fully developed in the video, but it provides direction on how it could be).
To help you see the differences between a Post-It Note map and a Touchpoint Dashboard map, we mapped the same basic shoe-buying experience that is featured in the Moz video. (Click on the map image below to view it in full-size demo mode. ) We also outlined the differences in the table below.
8 Essential Practices for a Winning Post-Purchase Email
October 16, 2014
Congratulations! A customer just made a purchase. But, your job as a marketer is far from finished. The post-purchase period is an extremely critical point in the customer’s journey and in more ways than one, what you do after you get the sale is just as important as how you got that customer to checkout in the first place.
Post-purchase emails and nurture tracks help generate stronger customer loyalty, more repeat purchases, and above all else, help customers feel connected to your brand. Here are some key lessons from some of the best post-purchase emails out there.
Leverage Your Latest Sale in a Follow Up Email
Once a customer hits submit, you should be sending a post-purchase email within the hour. Here are some important characteristics of an effective follow-up:
Offer Support and Tracking
Once we hit submit, we as consumers need the instant gratification (and sense of security) that the order was processed. When Bed, Bath and Beyond sends their post-purchase email, they open with a simple statement to confirm your order, your tracking information, and most importantly, their contact information if you have any immediate issues.
The icing on the cake here is the extra reassurance that there might be a slight delay for tracking. This minimizes confusion and gives customers a sense of security knowing your company is on the ball.
In the same vain, you want your customers to have a good feeling about their purchase and feel in control of this virtual transaction.
Zulily absolutely nails this with a dedicated email they send to each first-time buyer. They reveal their entire shipping plan with definitions of what each stage of the tracking process really means for them – and best of all, they do it with their usual spunk and light-hearted copy.
Suggest Related Products
Now that your customer is on a high from making their purchase, it’s the perfect opportunity to leverage that purchase and suggest similar or coordinating products they might be interested in.
The Container Store uses the bottom of its post-purchase emails to suggest four related items the customer might want. When putting this into your own emails, be sure to use images and place this section somewhere it doesn’t get lost. The simpler your post-purchase email, the more likely these “You May Also Like” sections will get clicked on.
Incentivize the Next Purchase
If you want to get even more serious about locking in that next purchase, offer a sense of a urgency or a deal.
While Gilt doesn’t always do this, one of their post-purchase flows includes a free shipping offer for the next hour. While this isn’t a major incentive, it’s something that catches customers’ attention and particularly for deal sites like Gilt, this works because customers are already getting a discount on the purchase.
For your store, think outside the box and if there’s a 15% off discount you’re willing to offer for a limited time, try it out.
Ask for Feedback
Reviews and user feedback are key elements to improving your business, connecting with your customers, and if you’re talking public reviews, a great way to generate some organic traffic.
Warby Parker sends a clean cut thank you email after each purchase and they do a great job of making the email about you – and asking for your feedback. In your post-purchase emails, ask for feedback of some kind whether it be internal or external reviews, and take a note from Warby Parker by adding a little bonus for the customer with a time-sensitive raffle prize.
Going Further: Post-Purchase Dedicated Emails
It’s not good practice to try and cram every CTA into one post-purchase email. But, there’s still so much that you can gain from targeting these buyers in that oh-so-important post-purchase cycle. For this reason, you may want to try out dedicated emails that arrive up to a week after that initial post-purchase email. Here are some ways to make those work without overwhelming your customers.
Promote Social Sharing
Social media isn’t just a tool for retargeting. Leverage the social world we live in by asking customers to either share their purchase on a social network or refer their friends. Either way, it’s a new set of eyes on your product that may not have otherwise visited.
Here’s another great example from Zulily. They make referring friends simple and clear while also offering an incentive for customer with a $15 credit for every referral.
Dedicated emails are a great idea for referrals because your customers can be more focused on the task at hand, and not distracted by their own purchase.
Personalize Future Recommendations
We’ve seen this before, but a dedicated “You May Also Like” email is a nice touch that makes your customer feel valued and connected to your brand.
So, if you decide not to include those similar items in your initial post-purchase email, put some more effort into the copy and design of those suggestions and send it on its own like Pottery Barn does here.
For these to be effective, be sure you still mention the customer’s prior purchase that your suggestion stems from. It shows you’ve done the work to personalize this offer and your customers will thank you for it.
Incentive For Next Purchase
Unlike Gilt, who offers free shipping for a limited time in their post-purchase email, Pottery Barn takes this idea one step further by dedicating a full email to the cause.
Sending this email on its own days after someone’s purchase could have just the effect you’re looking for and it allows you to spend a little more time telling the customer you’re thankful for their loyalty.
Bonus: How to Do This in Klaviyo
It’s not enough just to get you excited about a ton of examples. Here’s exactly how you do this in Klaviyo.
Step 1: Login to your Klaviyo Account and click on “flows” from the left hand navigation. Then, click “Create Flow.”
Step 2: On the next screen, name your flow and select the “Takes an Action” option.
Step 3: You will be asked to select what action will trigger the flow. Select one of your predetermined actions from the drop down list.
Read this documentation to learn how to track on-site events and actions.
Step 4: Follow the rest of the instructions to create logic for your flow, then continue on to the next step and edit the email content using Klaviyo’s drag-and-drop builder.
A Final Word
Taking the time to make the post-purchase experience special for each and every customer is one of the best ways for you to leave an impression. Unlike so much of marketing, this is a time when you are on the customer’s radar, they have already showed some allegiance to your brand and it’s up to you to make their experience memorable.
What do you think makes post-purchase emails most effective? Share your ideas in the comments!
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