From the course: Journey Mapping: Case Study in Action
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Reviewing data for customer journey mapping
From the course: Journey Mapping: Case Study in Action
Reviewing data for customer journey mapping
- Some of us are drowning in data at our companies. And some of you might be thinking, data, what data? As you might have guessed, journey maps are much more robust when we use the data we have available to help us get the whole picture of the customer's experience. In short, data helps us map a more accurate journey. But first you have to know what data is actually helpful. The data we're looking for is all about customers. Maybe your organization has a well established voice of the customer program, often called VOC. A voice of the customer program often includes customer feedback and reports from survey results like your NPS or net promoter score, ongoing social listening programs, and more. VOC is absolutely the kind of data you want to bring into your journey mapping workshop. It's also helpful to identify what data points to the specific outcomes we're seeking. In our journey map we've identified the journey between…
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