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Common uses for the results of Journey Mapping

A customer journey map is a visual representation of the ways in which a customer interacts with a company, a product, or a service. Customer journey maps can be used in the following ways:

  1. To enhance customer experience initiatives, making them more relevant and aligned with customer expectations and linking the external to internal operating metrics.
  2. As a powerful communication tool, both internally and externally, to build awareness, understanding, and buy-in of the customer information.
  3. To educate and train employees about the ideal ways to bring value to customers, which strengthens your employees and enables them to better serve your customers.
  4. As a strong input into action and strategic planning to improve the customer experiences.
  5. And lastly, as a way to reinforce your brand with customers and personify your company’s mission and vision

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Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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