A customer journey map tells the story of the customer’s experience: from initial contact, through the process of engagement and into a long-term relationship. It may focus on a particular part of the story or give an overview of the entire experience. What it always does is identify key interactions that the customer has with the organization. It talks about the user’s feelings, motivations and questions for each of these touchpoints.
The greatest customer focused companies have come a long way since the time of classic LEAN approach to create customer value – luckily for us customers.“The original core idea behind LEAN is to maximize customer value while minimizing waste. Simply put, LEAN means creating more value for customers with fewer resources.A LEAN organization understands customer value and focuses its key processes to continuously increase it. The ultimate goal is to provide perfect value to the customer through a perfect value creation process that has zero waste” – quote LEAN Enterprise
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