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Three Benefits to Journey Mapping

Customer journey maps are a tool for direction; the ultimate goal is delivering an experience that customers value.  Journey Mapping achieves the following:

  1. Gets the right people engaged – Journey mapping create opportunities for a large, diverse team to work together, and creates new champions for your customer experience initiatives.
  2. Creates the optimal listening program – By identifying what customers care about most, the map will guide customer metrics and identify gaps where customer surveys or other channels can focus.
  3. Affirms action plans, reveals obstacles – Maps do this by revealing where the risks and value are from the customer viewpoint. We should always focus on customer moments of truth.

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

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