Customer journey maps help businesses identify how customers interact with them, identify pain points, and maximize moments-that-matter interactions. Businesses should start by identifying whether they are customer-centric and customer experience is a focus. The framework should include personas, stages or phases, moments that matter, thoughts and actions, and pain points. Finally, businesses should commit to using and measuring journey maps and customer experience will improve.
In the B2B world, customer journey maps have an extra layer of complexity since there are often multiple people involved. Therefore, when creating a map, the role of each person should be considered and how they interact. Additionally, emotions should be taken into account as they help identify focus areas for improvement.
Customer journey maps are a powerful tool to help businesses understand and exceed customer expectations. Organizations should commit to the process to get the best results. To learn more, check out the resources provided.
A Framework for Getting Started With Customer Journey Mapping
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