Cracking the Code on Customer Journey Mapping


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Image courtesy of Crack the Customer Code

Have some questions about journey mapping? You’re not the only one!

I recently sat down with Jeannie Walters and Adam Toporek for a Crack the Customer Code podcast on one of my favorite topics: journey mapping.

During this podcast, I answered their questions about customer experience and, more specifically, about journey mapping. I shared some tips and ideas that I hope you find useful.

You’ll find our chat in Episode #68 of Crack the Customer Code. Jeannie and Adam asked me questions like:

  • Customer experience transformation happens in baby steps. Can you elaborate on that?
  • How can you take advantage of quick wins?
  • How do you describe and define customer journey mapping?
  • What are some of the key principles of journey mapping?
  • What is the balance between how detailed journey maps should go and making sure you get at the core of the experience?
  • What is the one thing any organization can do to get started, without undergoing a massive journey mapping effort? What are some of the basics they can start with?

Be sure to listen for Adam’s very profound statements about journeys and journey mapping. I think you’ll enjoy this conversation!

For more information about journey mapping and the items we discussed in this podcast, here are some related blog posts:

Journey Maps Are Not an Exercise in Futility
Hey! You Got Your Metrics in My Journey Map!
5 Basic Journey Mapping Principles

If you’ve not had time to listen to other Crack the Customer Code podcasts, make the time to do it. They are fast-moving, information-packed conversations. 

Thanks, Jeannie and Adam!

A journey is like marriage. The certain way to be wrong is to think you control it. -John Steinbeck

Republished with author's permission from original post.

Annette Franz
Annette Franz is founder and Chief Experience Officer of CX Journey Inc. She is an internationally recognized customer experience thought leader, coach, consultant, and speaker. She has 25+ years of experience in helping companies understand their employees and customers in order to identify what makes for a great experience and what drives retention, satisfaction, and engagement. She's sharing this knowledge and experience in her first book, Customer Understanding: Three Ways to Put the "Customer" in Customer Experience (and at the Heart of Your Business).


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