❔After we create a customer journey map, what's the next step? How should we use it?❔
When we are talking about customer journey maps, we are talking about everything from the customer's point of view - not process maps or journeys by org chart.
Journey mapping can enlighten you, shift your perspective and motivate you to talk action in your organization. Our host Jeannie Walters, CCXP, says, "We need to treat journey mapping as a verb, not a noun." We need to create journey maps for action and use them as tools, not relics. They can be extraordinarily impactful on how your organization approaches your products, services, interactions, improvements, and innovations.
In this episode, Jeannie talks about:
- Setting goals for and with your journey map
- Identifying common challenges, pain points, and missed opportunities from your journey map
- Socializing what you've learned from your journey map
Customer Journey Mapping Workbook -- bit.ly/cjmworkbook
Interactive Customer Journey Mapping Template -- bit.ly/cjm-template
Jeannie's LinkedIn Learning Courses -- bit.ly/jeannie-lil
Experience Investigators Learning Center -- experienceinvestigators.com