You get the best perspective on your customer's journey by inviting others in your company into the journey mapping process. Hear who should be involved and why having the CEO around might not be the right choice.
- The fact that you're here with me today…tells me you are a customer champion.…You want to do right by your customers.…Well gathering the right team…is about identifying not only those who can inform your map,…but also those who can help you accomplish its goals.…You need a team of customer champions.…And if we're doing this for customers,…we better be sure we're finding a away…to map the journey with customers too.…So, as you think about taking the first steps…to mapping the real journey for your customers,…you'll need to collaborate…with the people who are most involved.…
Consider the leaders of your organization…who are most connected to the experience for your customers.…It's even better if you can get all your leaders involved,…but that can be a tall order.…I like to review the org chart…and invite leaders like the CEO, Chief Marketing Officer,…product or service leaders, operations, and billing.…Yes, billing.…And then I like to take it a step further…and ask those who really deal with customers to join us.…
- 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.”