Customer Journey Maps
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Easy To Use Customer Journey Map Templates (With Examples)
Customer journey maps are a visual representation of the customer’s interaction with your brand from start to finish. These maps serve as a tool to pinpoint areas for improvement at each customer touchpoint, while also assisting teams in the search for effective solutions. In ‘An Easy Guide To Creating Your Customer Journey Map‘, we explained…
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What You Need To Know To Run A Customer Journey Mapping Workshop
The key to a truly effective customer journey mapping workshop lies in your choice of participants. Invite your frontline staff—those who are in the trenches of customer interactions. They bring insights that are nothing short of invaluable. But don’t stop there; include some actual customers from your target groups for an authentic perspective you won’t…
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5 Common Mistakes In Customer Journey Mapping (+How To Avoid Them)
Customer journey mapping plays a pivotal role in sculpting remarkable customer experiences. This process visualises the path your customers follow, from their initial contact with your business right up to forming a long-term relationship. However, even small customer journey mapping mistakes can lead to a significant negative impact, causing a misalignment between customer expectations and…
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An Easy Guide To Creating Your Customer Journey Map
Customer journey maps come in various formats, each tailored to different objectives. In this article, we’ll zero in on constructing a ‘current-state’ customer journey map. In this article, you’ll find a step-by-step guide to build your customer journey map that focuses on analysing and enhancing your existing customer experience. The Key Components of A Customer…
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What Are Customer Journey Maps (+Why Do You Need Them)?
Customer journey maps are indispensable tools for shaping and enhancing your customer’s experience with your brand. They help teams visualise the customer’s path. Often starting from the first point of contact through the entire lifecycle of their interaction with the brand. In this article, we explore the types of customer journey maps and how they…
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Navigating The Digital Tightrope: Balancing Security With Customer Experience
Customers increasingly prioritize efficient and seamless digital interactions for daily tasks. However, in the push to combat rising cyber threats, businesses often implement uniform security measures, overlooking varied customer needs. These broad defenses can make online processes cumbersome, with complex verifications. Businesses must find a balance between robust security and customer experience to ensure customer…
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Map It Right: Customer Journey Maps and Process Maps
While customer journey maps and process maps are both powerful tools in experience design, they serve very distinct purpose and offer unique insights. Yet, it’s common for people to mix up the two. In this article, we’ll explore the key differences between a customer journey map and a process map, helping you understand when and…
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3 Reasons Why Customer Journey Maps And Process Maps Often Get Confused (+How To Avoid Them)
It’s not uncommon for even the best of CX practitioners to confuse customer journey maps with process maps – expecting to see customer journey maps when they really meant process maps. These tools are similar but serve very distinct purposes. Here are the 3 main reasons why they often get confused, and what you need…