The so-called customer journey map is key to manage the customer experience, in this post we will understand what it is and what it is for. If you want to expand on the topic, the expert Jeanne Bliss shares her vision of the utilities of the customer journey map, from HERE you can access the document.
What is the customer journey map and what is it for?
To elaborate the process map of the current customer experience, we must use the customer journey map, which is a diagram that shows the end-to-end steps that your customer follows when interacting with your company, whether it is with the brand, products, services or personnel…
You can see this concept developed in great detail in this LINK.
Therefore, the customer journey map is the review of the activities that impact from the customer’s perspective. As examples we can refer to how customers get information about companies, how they buy, how they use the product.
Also, we will look for disruptive processes and unneeded activities that create cost and lack of satisfaction that will be clear examples of improvement.
What are the main uses of CJM?
The expert Roberta Cirus lists the main uses of the Customer Journey Map (in THIS LINK you can access them) and we list them for you right here:
- Understand and redesign the customer experience.
- Align the external and internal vision, the company is often seen as a set of separate silos.
- Design customer relationship funnels.
- Identify existing processes, not ideal ones.
- Identifying useless processes, improving efficiency and eliminating inconsistency.
- Support the design of a new customer experience.
- Establish development priorities
- Improve customer experience measurement.
- Identify the customer experience of different types of consumers.
- Identify experience across businesses, information silos and channels.
In closing, here are the main benefits of customer experience:
- Provides a single view of the experience delivered across different touch points with the company.
- Defines the requirements of key enablers (skills, data, processes…).
- Highlights areas of importance where effort should be applied and those not valued by the customer.
If you want to get all these benefits in your company request a demo of our experience management tool FROM THIS FORM.