These days everyone is trying to better understand their customers’ needs and preferences. Armed with this knowledge, organizations can better prioritize the customer experience and build more loyal, long-term customers.
As part of this process, there’s real value in mapping customer journeys. These maps help illustrate the interaction between company and customer at every point in a clear, understandable way.
As a result, customers become real-life people with real-world challenges. This brings to life what needs to be done to better serve them.
In my new blog for Customer Think, I discuss some ways to use journey maps wisely and how they can contribute significantly to improving the customer experience.