Customer Journey Mapping

Customer Journey Mapping is a way of drawing a map of your customer journey and is used to analyse, the processes and perceptions so that it can be improved. The visualisation of every touchpoint or experience helps you determine how to optimise the overall experience.

We  help you  to see customer journeys, through your customers eyes. Customer eXperience (CX) mapping starts with understanding the Touch-Points across the current end2end customer journey and standing in customers shoes.

Example : Employee Journey

This helps you

  • Map the end2end journeys through customers eyes
  • Identify pain points and moments of truth
  • Improve the things that customers value most
  • How to measure the real customer experience
  • Capture the true costs of failing to meet customer expectations
  • Get your internal Touch-point owners fully engaged
  • Pinpoint where to focus to improve customer loyalty
  • Identify new ways to engage customers

 

We can support your CX Mapping work through workshop facilitation, stakeholder engagement and customer journey validation. A typical engagement can start with mapping an existing customer journey and progress to define the ideal signature brand experience. To learn more about how to get started with customer journey mapping for your key customer segments and propositions do  Click Here to find out more

Online Mapping tools 

Great news….Customer Journey Mapping  just got even better!

TouchPoint Dashboard is the first online software of its kind and goes beyond traditional mapping techniques. Maps are sharable with remote colleagues or anyone with access to the internet. This makes co-creation much easier and dramatically speeds up the total process of mapping a customer journey for different customer segments, propositions, channels and variations in your operating model.

  • %Organise all Touch-points
  • %Capture Touch-point information in one place
  • %Share online maps
  • %Collaborate with remote colleagues
  • %Change views with one click
  • %Map end2end journeys
  • %Create a library for proposition deisgn

Book a consultation today to discuss how we can help you use customer mapping.

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