In the never-ending quest to deliver service excellence, the concept of “Journey Mapping” has become a popular tool for gaining a deeper understanding of the customer experience. A journey map is, quite literally, a map of the journey one takes from start to finish for a given process, and it allows you to view your company from a customer perspective.
The idea of creating a diagram that illustrates the steps your customer takes when engaging with your organization is simple enough. However, it gets complex as you introduce touchpoints (specific areas of interaction), goals, and “moments of truth” (key ‘ah-ha’ moments where decisions take place).
Here are 5 things that can help your organization create effective customer experience journey maps: