Using Customer Journey Maps to Improve Customer Experience – Harvard Business Review
Posted by Fred Zimny
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
- 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)
About Fred ZimnyHave been a service management professional for over twenty years. Successfully managed transition programs and front office operations within numerous major Dutch companies. I am also founder of www.serve4impact.com, an attempt to define the developments in the field of service design and service management. Interested in consulting, education and writing (and occasionally speaking) engagements, as well as blogging opportunities. Expertise: Service marketing Leadership Service management Marketing performance and productivity Change management.
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.