Mapping your journey

- What's the best way to know where you're going?…A map.…Customer journey mapping can help you identify…the potential pitfalls, the magic moments…and everything in between.…So, what exactly is customer journey mapping?…It's a simple idea.…Create a graphic showing what it's like to be a customer.…And here's the key thing, do it from…the customer's perspective.…That means you're not only showing how they're interacting…with your company, but also what…they're thinking and feeling.…

But it's not enough to just create the map.…You have to use it.…How do you do that?…A map can help you find your customer's pain points…in the existing journey.…You can design the ideal journey to find out what it…will take to get there, or even use your current map…to discover how a new process might impact…your customer's experience.…Because sometimes, we're all guilty of thinking…we provide a better experience than we do.…

Looking at your map helps reveal things aren't always…going as well as we think.…Here's just one example.…Let's say your process for returns requires…