Customer Journey Mapping
What is It?
It's a story or infographic of the customer's experience, from initial contact, through the process of engagement and into a long-term relationship. It puts the customer front and center, considering their feelings, questions, and needs throughout their interactions with a company. The end goal is to teach organizations more about their customers, from the customer's perspective. More often than not, unfriendly or duplicate processes become apparent; service accessibility gaps are suddenly glaring; and lost sales opportunities are uncovered.
Components of a Customer Journey Map
Key elements to consider include:
What are the Benefits?
According to McKinsey & Company, journey-lead transformations:
If you are interested in learning more about Customer Journey Mapping, contact us. We will be happy to discuss with you how it can help you reach your goals!