Your map is just the beginning, not the end, of your efforts to improve your customer experience. Learn the best ways to start implementing the map to create a customer-centric culture in this video.
- The biggest mistake I see with customer journey maps…is when they're completed with great fanfare…and then not much else.…Your goals for a journey map…should tie in with the actions you take with it…and the good news is there are actually quite a few ways…journey mapping can help improve your customer experience…and business.…One way is to consider the map…as you introduce new products and services.…By mapping out where and how this new…or changed point in the journey impacts a customer,…you can identify points of friction…or opportunities to delight them.…
Review the map with an eye toward…what can we do today to improve?…Sometimes you can't improve the process right away…but you can set better expectations…or maybe you can make a case for increased staffing…or better ways to recognize the customer…from one channel to the next.…Another great way to use the map…is to seek out not just the pain points for customers…but those opportunities to do more.…These neutral experiences could be a point of surprise…and delight.…
- Explain the characteristics of a customer journey map.
- Identify the group of people best suited to validate the findings of a customer journey map and to get additional input.
- Summarize the importance of touchpoints when creating a customer journey map.
- List the steps in the process of building a customer journey map.
- Recognize examples of “moments of truth.”