If you are up with the more modern trends for improving customer service, you have likely heard of a customer journey map. But let's define it in any case before we begin, so that we are all at the same starting point.
A customer journey map is a visual tool which allows you as a business owner to track the methods that deliver you completely satisfied customers.
While on a business coaching engagement in Sydney last week I was speaking to a business owner about improving customer service. Specifically I introduced a relatively new means of identifying where to improve customer service - the customer journey map.
A customer journey map is a visual tool which allows you as a business owner to track the methods that deliver you completely satisfied customers.
A customer journey map is actually quite a simple concept - it is a diagram of the steps that your customers go through as they engage with your business (called touch points).
It doesn't really make a difference whether your company offers products, services, online, retail or both; a good customer journey map will help you understand the journey your customer takes each time they interact with your company and how well your employees are delivering a positive experience at every touch point.
Obviously the more touch points or interactions - the more complex your company's journey map will be. As a business coaching framework I include:
It is easy to see how customer journey mapping can help you and your company arrive at satisfied customers. When you are ready to create your customer journey map, follow these tips:
It is important to realise in creating your own customer journey map, that no two will be the same. There is no ‘right’ way, your company must find what works best to give you the understanding you need of the journey your customers take with your company.