From the course: Journey Mapping: Case Study in Action
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The customer journey map as a living document
From the course: Journey Mapping: Case Study in Action
The customer journey map as a living document
- Have you ever used an outdated GPS device? The darn thing tells you the old way to get somewhere, even sending you to roads that no longer exist. Just like other maps, your journey map requires updates and current data to remain accurate and useful. The process of journey mapping can be very powerful in identifying several ways to improve the customer experience. But it can also be used to connect the dots in your own organization. In Red30's journey map, we identified a challenge customers had moving from the trial experience to the purchase experience. While it may seem obvious that we need to fix that, we also might want to consider other ways to use our findings. As we make changes to the customer journey, we want to invite customers into the process again to provide feedback in real time. We also want to use the journey map as a way to consider those patterns we saw in the customer journey. Maybe we don't…
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