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Customer Journey Mapping
What it is and when to use it
A Customer Experience Map is a visual representation of all of the touchpoints a customer has with an organization, as well as the interactions at each touch point.
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!
Feel free to reach out for more information on what methodology works well for this combined approach.
Do you have a business problem you would like resolved?
Connect with our Utilities expert Darwin Perrier today [email protected]