Drive Real #CX Change with Journey Maps

0
114

Share on LinkedIn

Are journey maps a waste of time, or can you really use them to drive CX change?

There’s a big problem brewing out there when it comes to journey mapping:

Too many folks view journey maps as useless, when instead, the maps should be seen as one of the (if not the) most powerful tools and processes in the customer experience professional’s arsenal.

Done right, you can drive real CX change with your journey maps!

So, it was with great pleasure that I accepted James Dodkins’ invitation to be a guest on his ROCKSTAR CUSTOMER EXPERIENCE program via Facebook Live to talk about how to drive real CX change with journey maps. I think a lot of people talk about how to create the maps (even if they are erroneous in their ways), but not many talk about what to do next.

In the forty-minute interview, we covered a lot of territory, including:

  • What journey maps are and why they are so powerful
  • How journey maps differ from process maps and service blueprints – and why all are important to improving the customer experience
  • Why it’s important to consider customer emotions – and why it’s important to distinguish between what they do and what they feel
  • Which mistakes companies make while mapping
  • What to do after the mapping workshop to drive real CX change
  • What the difference is between personas and segments, and why we use personas over target segments in journey mapping
  • Why maps aren’t just fluff and how to convince those who think so that they aren’t
  • How to prep for and run a journey mapping workshop
  • What skills are needed to map journeys
  • How to get customer data and information for your journey maps
  • What the best strategy is for a successful journey mapping program
  • And much more!

 As you can see, we covered a lot of territory. The ultimate goal of this conversation is to help you realize that journey maps are:

  • the beginning, not the end
  • a catalyst for change
  • not just a tool but a process

Hopefully the interview helps you start to think a bit differently about how you’re mapping or why you should map if you aren’t yet.

I invite you to watch the interview – and to share your thoughts on it below. Thank you!

Customer experience is a journey. Only you hold the map.

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).

ADD YOUR COMMENT

Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here