Interested in learning how to map the customer journey? Join Jim Tincher, Customer Experience Expert and Author, as he leads a morning workshop that provides everything you need to run journey mapping within your own organization.
We’ve all seen it before. Customers form an expectation from your sales channel or marketing literature, receive a different experience through operations, and then call your contact center where they may receive a third perspective.
It’s the setup for a rough call, and an even rougher customer experience. But it doesn’t have to be that way.
Great companies have found a way to create a consistent end-to-end experience. They align their silos, creating a consistent experience from start to finish. How do they do it?
Enter customer journey mapping.
Customer journey mapping is a series of techniques that map out your customer experience from start to finish. It follows your customer across silos as they go from initial awareness through the sales process into ongoing engagement.
A popular way to conduct journey mapping is through a workshop.
Journey mapping involves participants from throughout the company working together to document your customer’s journey, showing both customer-facing and back-end groups and systems that impact your customer. Journey mapping bring your teams together to align on how your customers truly experience your products and services today. They isolate your friction points and uncover which systems, groups or incentives cause that friction.
Journey mapping provides a
number of benefits to you
- Demonstrate the journey through your customer’s eyes. By bringing in the true voice of your customer, you will help your teams understand how your customers truly view your journey. This leads to a shared view of this experience from your different silos, which is the first step to building improvement.
- The results are immediately internalized. By taking an active role in the process, teams from sales to finance to operations can immediately apply the learning to their operations.
- The results can be applied tomorrow. Journey mapping teams consistently come up with a series of quick wins that can be applied within 30 days – some much quicker. And since all critical teams are part of the mapping process, there is little pushback to implement the changes. It creates a shared win.
You can learn more about how to introduce and run journey mapping within your organization at this interactive meeting at MWCCA. During this session you’ll learn by doing, as you jump right in to create a journey map.
Jim Tincher, CCXP, is Heart of the Customer's Mapper-in-Chief. He is a Certified Customer Experience Professional (CXXP), only the second in the world to earn such a designation. He is an active member of the Customer Experience Professionals Association (CXPA), serving as one of their CX Experts, providing advice to members worldwide. Jim was named on of Feedbackly's "10 Biggest Influencers in Customer Experience Around the World" and was featured in "9 Customer Experience Influencers to Start Following Now" by Influencer Marketing. He is also the author of the new book How Hard is it to be Your Customer? Using Journey Mapping to Drive Customer Focused Change.