Journey mapping is process that will help your company with the following:
- Find out what your customers truly value in their interactions and experiences with you.
- Ensure your company understands what customers go through to get their needs met. Said another way, the ways your company should best support and serve customers by making it as easy as possible for them, while taking advantage of the things you are really good at.
- Understand the critical moments of truth in customer interactions. These are the moments that will make or break the relationship.
- Get everyone on the same page. The journey mapping process is a highly interactive process that enables cross-functional teams to see the customer experience from beginning to end.