What should a customer journey map envisage? How should you use it? And how do you plan, facilitate then demonstrate the value of journey mapping by providing a compelling argument within the organisation to make changes? ![]() At best, you risk wasting time, and effort or, at worst, handing your advantage over to your competitor. The danger in not journey mapping or getting it wrong is having no meaningful purpose and no consensus around what actions to take or why. Journey mapping also shows where great experiences currently exist within the company and how they should be celebrated or protected. The journey map is crucial in understanding and managing the customer's perception of your service or brand at critical touchpoints and prioritising how to improve that experience. Unlocking the value of customer journey mappingĪ valuable guide in helping you build stronger customer experience programmes by developing effective customer experience strategies.Ĭustomer journey mapping is a vital tool used by Customer Experience professionals around the world. ![]() The Journey Mapping Playbook: A practical guide to preparing, facilitating and
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