Customer Journey Mapping helps business professionals walk in the customers' shoes, enabling them to feel what it is like to be a customer at every step of their interaction with a brand. Hence, it is central to the success of programmes in customer experience management and those in the digital, technology, employee, and design space.
Using these eight stages, you can build a repository of personas and customer journey maps. Such a repository will be an essential asset to any project, keeping the customer front of mind and ensuring personas and journeys are shareable with other departments. “When you consider that up to a third of any technology build is impacted by customer experience, you simply cannot leave your mapping activities to chance.”
Thinking every touchpoint counts. Instead of focusing all your efforts on measurement, focus on what counts and how to implement the required changes.
Thinking journey maps are only for customer experience professionals. Understanding the customer journey is essential for stakeholders in technology, digital architecture, employee engagement (employee journey mapping) and wherever the customer impacts decision-making.
Using journey maps only for one specific area. Effective customer journey mapping starts from a more agnostic point of view. What do customers Think-Feel and Do? What does it impact?