Assess the quality of your customer experience and identify areas for improvement to drive business growth
A customer journey map is a visual representation of a customer’s interactions with your company’s product or service. But it goes beyond a basic diagram. It helps to shift your perspective on the customer experience by considering each touchpoint from their point of view.
Creating maps across the touchpoints gives your customer service organisation a blueprint for increasing customer engagement and satisfaction. This ebook explains how to:
- Identify foundational information for an actionable journey map
- Build the map in five simple steps
- Put insights learnt by journey mapping into practice