Customer journey mapping gives managers an overview of the customer’s experience. Managers will see how customers move through the sales funnel.
Customer journey mapping help managers identify opportunities to enhance customer experience. The map can show how customer experience can be influenced by the organization from touch point zero.
The Impact of Customer Experience
Do you know your customers enough that you can create for them wow experiences? Does every department of your organization know how to create experiences that will turn your customers into evangelista?
When it comes to managing customer experiences, many organizations are simply reactive and transactional.
1. Managers don’t have specific goals on how to improve customer experience.
There is an expectation of excellent customer service and this is why organizations offer customer service training and conduct customer satisfaction surveys.
Unfortunately, surveys shows only lag measures. This is why many service improvements are reactive. They are meant to undo poor customer service.
2. Employees don’t work proactively to improve customer experiences.
They just don’t know how. Many customer service training are focus on experience in front of a customer. But most customer experiences related to organizations are not face-to-face experiences.
3. They don’t measure the impact of customer experiences — and use measures to improve “business” objectives.
It is not necessary to measure everything, but it is important to measure what must be improved. Most employees, for example, don’t know the experiences they create for each touch point, for each moment of truth.
4. In many organizations, customer service is the accountability of one department.
Employees don’t talk about customer experience improvement in their meetings. They talk about many things, but very seldom it is that customer experience is in the agenda.
Customer Journey Mapping Workshop
Create a customer experience management system. That may take so many steps.
In this workshop, we shall begin with customer experience journey mapping. Participants will learn how to plan and run customer journey mapping workshops. May this inspire the participants to invest in customer experience management so they can go beyond customer service I-will-teach-you-how-to-say-sorry training.
In Customer Experience Journey Mapping the participants will be able to
1. Learn the CXJM Methodology
In order to get the most out of a CX Journey Mapping exercise, it is important to first learn the CXJM methodology through the use of a generic teaching example. This will allow you to gain a full understanding of the process without being bogged down by your own business complexities. Here are our recommended steps for getting started.
2. CXJM Workshop
Once you feel comfortable with with your understanding of the CX Journey Mapping process, you will create your own sample CXJM session.
The Outcome
Create a customer-driven organization that constantly innovate to improve customer experiences.
1. Enable managers to run customer experience journey workshops with confidence.
2. Engage members to continuous improvement so they’ll constantly improve customer experiences.
3. Make employees accountable to creating wow customer experiences.
This workshop helps employees to think customer first. Yes, this is life-changing for some people.
