From the course: Journey Mapping: Case Study in Action
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How are customer journey maps used?
From the course: Journey Mapping: Case Study in Action
How are customer journey maps used?
- The most important thing about journey mapping is to use the information gathered and insights gained. Don't let your journey map become a relic that shows the way things were. Journey mapping should be an ongoing process that evolves as your products, services, touchpoints, and customers evolve. Today all sorts of companies are using journey maps to create better experiences for their customers. Here are five ways customer-focused brands use journey mapping. One, to understand the real journey their customers experience, not the one they think is happening. Two, to find points of friction for customers so they can make the experience more effortless. Three, to uncover duplication of efforts or ways our siloed organizations create inefficiencies or irritations for customers. Four, to stress-test new products, services, or offerings for customers. And five, to envision long-term changes to improve the experience for…
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