A customer experience journey map is a critical tool to understand your customer experience. A journey map can help you understand a long-term engagement, such as when a prospect shops for your category, or to find opportunities to improve a specific experience, such as when a customer calls for service.
Last week’s post Customer Experience Journey Map – the Top 10 Requirements generated a ton of great dialog through Twitter, LinkedIn, email and even a few phone calls. To help continue this dialog, this post includes two example journey maps that we use with our clients at SMS Research Advisors. Please keep in mind that these are simply our implementations of the journey map criteria. As a Customer Experience advocate and researcher, I make no pretensions to graphic design skills! But this may help you apply the criteria to your own customer experience. You can also download a PDF of the two maps at the end of this post.
The first customer experience journey map is a variation of the Home Theater Purchase Journey Map from last week’s post. The map includes commentary on how it implements the 10+4 criteria. The second is a deep dive into a specific customer experience, scheduling a physical.
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