Articles / Recommended Reading / Relationship / Value

Using Customer Journey Maps to Improve Customer Experience

Image credit: http://blogs.hbr.org/

Image credit: http://blogs.hbr.org/

Using Customer Journey Maps to Improve Customer Experience
Adam Richardson

HBR Blog Network | November 15, 2010

A customer journey map is a very simple idea: a diagram that illustrates the steps your customer(s) go through in engaging with your company, whether it be a product, an online experience, retail experience, or a service, or any combination. The more touchpoints you have, the more complicated — but necessary — such a map becomes. Sometimes customer journey maps are “cradle to grave,” looking at the entire arc of engagement. Here, for example, is a customer journey timeline that includes first engaging with a customer (perhaps with advertising or in a store), buying the product or service, using it, sharing about the experience with others (in person or online), and then finishing the journey by upgrading, replacing, or choosing a competitor (re-starting the journey with another company)

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