Customer Journey Mapping

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beste binäre optionen strategie binäre optionen tricks Customer journey mapping is a great method for improving customer engagement. By looking at your organisation from the point of view of your customer, important touch points can be visualised, issues identified and then used to make contact with your company as smooth as possible.

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Why do it?

  • Take a look at your organisation from an ‘outside-in’ perspective, not inside out.
  • Create a shift in organisational perspective
  • Understand and address customer needs
  • Target specific problem areas
  • Company insights and ownership – widen customer knowledge, pull together fragmented understanding

Success factors for a customer journey mapping programme

  • Senior level support
  • Ownership
  • What will happen when the activity is complete – action plan

A customer journey mapping programme will have these elements:

  • Know what outcomes are expected and who will own them
  • Identify or create a template
  • Decide on customer research methods needed (face-to-face interviews with customers, customer surveys)