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Four Benefits 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. Here are some key benefits for journey mapping:

  1. 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.
  2. 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.
  3. 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.
  4. It truly gives personality to your brand – what your company stands for, what you’re known as, what you’re good at.

About the Author

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 www.walkerinfo.com.

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