Slideshare – Creating a Customer-Focused Customer Experience Journey Map

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Jim Tincher
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For you Slideshare fans, I have uploaded a presentation on creating a customer-focused Customer Experience Journey Map.

Customer journey maps go by different names, such as customer experience maps, journey maps, and touch point maps. Journey maps serve as a visual means to identify the steps your customer goes through as they experience your product or service and the impact of each. Customer journey maps chart your customer’s experience and help you target improvements with the greatest return. By identifying those steps in the customer experience with the greatest impact, your journey map becomes a centerpiece of your customer experience planning process.

Enjoy!

Republished with author's permission from original post.

Jim Tincher
Heart of the Customer
Jim sees the world in a special way: through the eyes of customers. This lifelong passion for CX, and a thirst for knowledge, led him to found his customer experience consulting firm, Heart of the Customer (HoC). HoC sets the bar for best practices and are emulated throughout the industry. He is the author of Do B2B Better and co-author of How Hard Is It to Be Your Customer?, and he also writes Heart of the Customer’s popular CX blog.
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2 COMMENTS

  1. Both straightforward enough, and detailed enough, that anyone can follow. An accurate, real-world representation of the actual customer experience journey. Any company not making use of journey mapping lacks a critical component of understanding customer behavior.

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