A customer journey map is a visual representation of the ways in which a customer interacts with a company, a product, or a service. Here are some key benefits for journey mapping:
- First, it makes the customer experience visible in your organization. It provides a way to communicate both the “existing” and the “ideal’ experiences your customers have with your company. And it informs your customer experience initiatives to ensure you are focused on the most relevant and critical components of their experience.
- It identifies the “moments of truth” within each stage of the experience. These are the most critical customer interactions that determine value in their eyes. They are the make or break moments in the relationship.
- It serves as a living document to educate and train your employees. Whether it is an onboarding program for new associates, or a specific training for existing employees, using the journey map as a tool for training and development will bring the customer experience to life.
- It truly gives personality to your brand – what your company stands for, what you’re known as, what you’re good at.