More than a Map: Making Customer Journey Mapping Actionable
Journey maps offer an important and useful way to understand the end-to-end purchase process for your products and services. But too often, companies only focus on the details of the process, overlooking key elements of the customer experience that make a journey map actionable: what are customer expectations at each stage in the journey, what are the moments that matter where sales and customer loyalty is won and lost and how can you use journey maps to develop distinctive customer experiences.
You will learn:
- How to evaluate the full range of customer experiences at each stage of the journey
- How to identify “moments that matter”—where you must get it right, and where sales and loyalty is won and lost
- How to measure or quantify where you’re losing customers and why throughout the journey