Today, the customer journey is much more complex and varies widely across different organizations and customer segments. It is no longer the product that is the focal point; it is the experience the company delivers.
This article from Maritz CX is a guide to help you develop a customer journey map for your customers’ experience that will allow you to view your organization and its process through their eyes.
This paper identifies three of the top outcomes of customer engagement:
- Does your journey map tell a powerful story from both employee and customer perspectives?
- Does your journey map provide a common view of your collective journey performance that can align your whole organisation to deliver a winning experience?
- Does your journey map go beyond telling the story to actually doing something about it?