Customer Ecosystem Maps are the inside-out complements to Customer Journey Maps. These maps are created by internal teams, and document the actions, people and systems that enable the customer experience. They are a great way to bring teams together to create a shared view on friction points, and to create alignment on what needs to be solved. I recently trained a company’s customer experience teams on this process. This becomes a great way to get departments to work together, and I am excited to see their results.
Rather than trying to communicate it through text, I have created a Slideshare to walk through the steps. It is best viewed in full-screen, as the maps get somewhat complex. Enjoy, and let me know your experience with this process!
Jim
