If you can answer ‘yes’ to any of the following questions then it’s likely that Customer Journey Mapping could be of help:
- Do your team have gaps in their understanding of each customer-segments’ needs and expectations?
- Do you have gaps in your understanding of the experience that customers currently have?
- Would it help you to have high-impact evidence to positively challenge current thinking about customers?
- Do you have uncompromising policy challenges – where you keep trying to improve things but without getting anywhere?
- Do you need to convince colleagues in other departments about the relevance of a customer-focused approach?
So how can Customer Journey Mapping help?
It could be used for:
- Visualising, and sharing, what the current experience, and it’s associated processes, looks like
- Identifying duplications, breakpoints and ‘moments of truth’ – where things go wrong
- Identifying how, where and, most importantly, why things can be improved
- Comparing the views of employees and management with the views of customers
- Employee engagement – inviting, and recognising, contributions from any/all customer-facing personnel
- Getting managers and other staff to think about what customers think, feel and do at every journey step
- Identifying decisive, pivotal journey-points where you can act to improve the experience
- Bringing the Customer Experience to life in order to engage sponsorship and executive support
- Expressing the complexity of interactions, that is implicit to every customer journey, in a highly visual way that can motivate and engage stakeholders
- Identifying and visualising the emotional ups and downs of the experience
- Clearly exposing the areas where you need to prioritise urgent action
Now take the next step on your journey.
If you would like to find out more about how we could support you in travelling along your Customer’s Journey then, please, get in touch.