![]() When documenting the journey from the customer perspective, new ideas and opportunities are uncovered to improve the experience and acquire / retain more customers. Journey maps can be very powerful, visual communication tools to share with employees and partners to understand the customer’s outside in perspective, including touch points that are most important, pain points, customer emotions, and the multi- channel experience. We’ve broken down journey mapping to help you pick what’s best for you. The practice of journey mapping is quite different based on whom you are talking to. But, why does it mean different things to different organizations. Your company will become more customer-centric, and that will make a positive impact on your bottom line.The words “Journey Maps” have become standard customer experience terminology. The upside greatly outweighs the work it takes to create. So why not try creating a customer journey map? It requires lots of time, effort, and coordination across teams. ![]()
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