Customer Experience: Journey Mapping

Gain a deeper understanding of your customer. Find pain points and opportunities in the customer experience with journey mapping.

Introduction

• What makes a customer loyal?

1. Prepare to Map the Customer Journey

• Why bother with journey mapping
• Define the scope of your customer journey map
• Define your customer
• Step into your customer's shoes
• Review the available data
• Gather the right team

2. Build Your Customer Journey Map

• Map your experience to the journey
• Touchpoint mapping
• Thinking, feeling, doing
• Empathy and emotion
• Tools of the trade
• Leading a journey mapping workshop

3. Use Your Customer Journey Map

• Best ways to use your customer journey map
• Bring data and metrics into your customer journey map
• Highlight moments of truth
• Validate your customer journey map with customers
• Taking action on customer pain points

Conclusion

• Additional resources