Using Customer Journey Maps to Improve Customer Experience – Harvard Business Review

Using Customer Journey Maps to Improve Customer Experience – Adam Richardson – The Conversation – Harvard Business Review.

Following on the first article on defining customer experience, this second installment looks at the first essential step of improving the experience you deliver, which is mapping out your customer journey.

A customer journey map is a very simple idea: a diagram that illustrates the steps your customer(s) go through in engaging with your company, whether it be a product, an online experience, retail experience, or a service, or any combination.

To be continued at http://blogs.hbr.org/cs/2010/11/using_customer_journey_maps_to.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed:+harvardbusiness/cs+(Conversation+Starter+on+HBR.org)

Photocredit: Mikael Colville-Andersen

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