From the course: Journey Mapping: Case Study in Action

Customer journey mapping as a tool

From the course: Journey Mapping: Case Study in Action

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Customer journey mapping as a tool

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- If I asked you what's a customer journey map? You might come back to me with, It's a visualization of your customer's experience. But a better answer would be, It's a tool to achieve better outcomes for your customers. And of course, that's going to lead to better outcomes for your business. In this course we'll create a journey map like this. And we'll walk through the various ways to collect the right feedback, involve the right people, and achieve the right results. And use your journey map as a tool. I'm Jeannie Walters, and I'm CEO at Experience Investigators. In my 20-plus years of customer experience work, I've worked with many different types of companies to help them not only understand their customers, but to improve their journey. The biggest thing you'll take away from our time together is that your customer's journey is often not what you think it is. You assume your processes are working the way you think they are, but, spoiler alert, they might not be. And your customers have noticed. So join me in this LinkedIn Learning course, and let's build a journey map together and find out where it goes.

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