Customer Journey Mapping

A Customer Journey Map takes it a level further to include a model to predict customer behavior, includes the key moments and evaluations a customer is likely to make, the positive and negative aspects of the experiences, and the potential attitudes and emotions that come into play.  

We found success by utilizing both techniques to show the stages a customer goes through, and what experiences they have across the multiple channels in a business. 

It’s not about the tools used but looking for the areas of removing the mechanized processes and building the loyalty and making the “Journey” a very positive one.  Communicated properly and setting expections is very important.  Expectations are high and continue to be so as we have transformed companies into being more capable digitally!