While each customer journey map is different, these 5 elements must be on every map.
Customer Journey Mapping
Understand the difference between a customer journey map and a process map, and key elements of each.
Before you invest in creating a customer journey map, there are a few questions you should ask yourself.
Instead of solving pain points and optimizing interactions, adopt a customer journey perspective to create the biggest business impact.
With NPS survey response rates dropping into the single digits and customers who outright lie on them—or exhibit a “selective memory” when recalling facts and details—can you really expect to measure the customer experience?