Using Customer Journey Maps to Improve Customer Experience – 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.
Photocredit: Mikael Colville-Andersen
Related articles
- Deliver a customer experience that matches your customers journey (fredzimny.wordpress.com)
- Wim Rampen’s The social customer (fredzimny.wordpress.com)
- 5 Ways to Align Contact Center Engagement with Customer Preferences (fredzimny.wordpress.com)
- Understanding Customer Experience (blogs.hbr.org)
- Creating a differentiated customer experience (deanwhitney.com)
- Enkata Announces Customer Experience Analyzer — Visually Maps the Customer Experience Across Self-Service and Live-Assistance Channels (prweb.com)
- Deliver a customer experience that matches your customers journey (customerthink.com)
- Press “3″ if Automation Is Making You Crazy (fredzimny.wordpress.com)
Posted on 2010/11/15, in Social CRM and social business and tagged Business, Business Services, Customer, Customer experience, Customer Management, Customer service, Harvard Business Review, Mikael Colville-Andersen, Social CRM and social business, Vision, visionaries, vision things, trends. Bookmark the permalink. 12 Comments.
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