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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 definitions of "the customer" and the nature of the "the journey?"
  • Customer actions - what are the steps they take in your process?
  • Touchpoints - at what points in the the process do they interact with your process?
  • Emotions - what are they feeling during these touchpoints?
  • Moments of truth - what are the "make or break" moments in their journey that you can improve upon, based on your findings?
  • Make the improvements - reap the benefits!

What are the Benefits?

According to McKinsey & Company, journey-lead transformations:
  • Increase customer satisfaction more than 20%. 
  • Lower the cost to serve customers by 20%
  • Increase employee engagement up to 30%
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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!

Services                        

Business Process Improvement (BPI)
Process Automation
FIRM Fitness Assessment
Scrum
Voice of the Customer (VOC)


Best Practices

BPI
Scrum
VOC

Six Sigma 

Lean   

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Contact information

1520 Clay St.
N. Kansas City, MO 64116
(816) 429-1042
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  • Home
    • Our Logo
    • Resources
  • What We Do
    • Business Process >
      • Why BPI?
    • Process Automation >
      • Solutions
    • FIRM Fitness
    • Scrum >
      • Why Scrum?
    • Voice of the Customer >
      • Why VOC?
      • Customer Surveys
      • Market Research
  • How We Do It
    • Our Approach
    • Solutions >
      • Manufacturing
      • Healthcare
      • Lending & Finance
      • Transportation & Logistics
    • Tools >
      • Six Sigma
      • Lean
    • How to Start with Us
  • Who We Are
    • What They Are Saying
    • Success Stories
  • Blog
  • Contact Us