Customer Journey Mapping in a snapshot!

 Customer Journey Mapping in a snapshot!

 Customer Journey Mapping is a tool that helps companies to visualize every step of their customers experience with them.
It provides insights that help understand customers needs and defines frustrations with an objective of removing them.

 You must have a specific goal for your CJM and what you want to achieve.
Start simple with one customer profile and one journey and continue to build other journeys.

 The CJM team should not only consist of stakeholders from the Customer Service department but other departments too.
Remember a customer’s experience is not only determined by the Customer Service Department. Additionally, all the stake holders bring their data to the process.
The CJM team uses both data available from their systems and website, and customer stories from surveys and social media platforms.

 The CJM team may choose to practically walk with the customer as they interact with the business. They could also use focus groups.
CJM must be from the customers viewpoint not the companys and each step must be included. No touch point should be excluded even if few customers use it.
When you view all the steps, you identify what works and what doesn’t.

 CJM helps you identify pain points and come up with solutions. Responsibility is assigned for the opportunities identified to either a team member or a department. Prioritizing the solutions is key dependent on the importance to customers, their costs and ease of execution.

 The only constant thing is change and changes in the company and the surrounding environment will affect your customers experience thus Businesses must review their CJM often, example every 3 months.
For new a product or service, CJM is a must.

 So let us not assume our customers experience with us at each touch point and take time to carry out Customer Journey Mapping.
When a customer’s Experience is enhanced from start to finish it leads to customer satisfaction, more revenue, reduced costs, repeat and referral business.

Drop us a chat to support you build a Customer Centric Company.