The complete guide to customer journey mapping
This guide is designed to serve as an introduction to customer journey mapping, sharing insights from leading experts in the field so that you can learn more about the practice and how it can help your business, including: Practical tips on building customer journey maps and how to use them; Where customer journey mapping can go wrong; And the dos and don'ts of customer journey mapping.
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2nd Oct 2014
When did customers become so darned complicated? Over the last five years, the way that customers interact with organisations and brands...
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What is driving customer journey mapping adoption and what are the key considerations for those looking to utilise it? Once upon a time the...
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What are the key ingredients of a comprehensive customer journey map? And what are the key tasks you need to perform in order to create a...
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Although a great deal of time and effort needs to be invested in building a customer journey map, the value is not actually in the map...
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Customer opinions are given most of the time as qualitative data (soft data) and not as quantitative data (hard data). But it is possible...
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A growing number of organisations are now undertaking customer journey mapping. But the reality is they are doing this wrong. Firstly, many...
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Understanding your customer and how they interact with your business directly and indirectly is critical in driving improved value, repeat...
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What are the biggest issues that can undermine the success of your customer journey mapping programme? Customer journey mapping is becoming...
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Employee journey mapping is every bit as important as customer journey mapping, and needs to be focused on before we can get the customer...