![]() What is important though is that it is useful to your organisation. There is no hard and fast format in which your CJM should be created. CJM's are based on a timeline, often from first interaction through to ending a journey with you, detailing all the phases in between. It includes touchpoints, moments of truth, customer feelings and potential opportunities. It tells a story of how a customer moves through each phase of interaction and what the experience is (and should be) at each phase. The starting point for any successful customer experience programme must therefore be to identify and understand each of these interactions, or journey points.Ī customer journey map is simply a visual representation of a customer's experience with your brand. ![]() It is the result of a deliberate strategy that seeks to improve every interaction a customer has with a business. ![]() It doesn't happen overnight, and it certainly doesn't happen organically. Customer experience is undoubtedly invaluable for any brand wanting to stand out from its competitors, but great customer experience is not accidental.
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