Customer Journey Mapping
“Customer journey mapping provides clarity that enables each part of the business to move confidently in the same direction.”
Benefits
Customer journey maps ensure the customer is always at the heart of discussions and decisions regarding sales and marketing initiatives, support, and innovations.
what it is
When you lack insight into what your customers truly experience, it’s like driving company growth with a fogged-up windshield. Potholes and wrong turns become inevitable.
Customer Journey Mapping solves this problem. It aligns your team around a commonly understood view of the customer journey. This helps employees develop customer empathy and a deep understanding of customer interactions, which in turn enables smarter every day decisions on how to deliver value.
No longer are your teams just guessing or working with disparate (and sometimes wrong) ideas about the customer. They are now on the same page. It’s a clarity that enables each part of the business to move confidently in the same direction — leading to better results for sales, customer retention, and product and service innovations.
HOW IT WORKS
We take a co-creation approach to customer journey mapping. We collaborate closely with you and your team, using input from organizational performance data & insights and interviews your employees and customers. This helps us create a clear, complete and accurate picture of the customer experience.
Then we map the customer journey, help you define and improve the experience, and provide you with the tools and guidance to align the culture of your company around this common understanding.
Basic elements of customer journey maps typically include:
Defined personas
Journey phases
Customer touchpoints
Moments of truth
We also tailor them to address your unique challenges and goals, overlaying such elements as:
Key performance indicators
Technology & digital engagement levers
Roles and responsibilities
Voice of Customer (VOC) listening posts
Engagement playbooks
And many others
While no two maps are (or should be) the same, we are guided by two main design principles:
Maps must be insightful in a way that drives immediately actionable priorities and improvements.
They must be engaging enough to facilitate broad socialization, understanding and awareness.