It's more challenging than you might think to really understand your customer's perspective. Learn what techniques you can use to step into their shoes so you don’t discount their real life.
- When you have something to do as a customer,…do you focus solely on that task?…I had back-to-school shopping on my mind recently,…and when I say on my mind, I mean something like this.…As I was seeing how worn out my son's shoes were…from a summer full of play, I thought,…I need to get shoes for him.…What size is he now?…Do I need to measure?…And then I went on with my day.…A few days later, I saw the rubber soles…were worn through at the heel,…and I thought, I should really get on that,…but I need to get him to the store to get measured.…
And then we finally made it happen.…Alright, it's Saturday morning,…and we have 2.36 hours, hurry, let's go.…Did I ooh and ah over the customer journey…at the shoe store?…Nope.…But how much did I appreciate it…when in the madness of a big shoe store sale Saturday,…an associate asked, "Would you like me to measure him?"…Yes, I would.…I would like that very much.…It's like she read my mind.…Instead of thinking of customers as people who buy shoes,…she saw me and assessed what I needed in that moment.…
- 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.”