Customer Experience Mapping
- May 2, 2017
- 1 min read
Customer Experience Mapping
Did you know besides communication skills there is one more key ingredient to businesses and customers. Without buyers of any kind not one business would be successful. This is why it’s important to look at the company from the customer’s perspective.
Customer Experience (Journey) Mapping helps understand how your customer feels and thinks about the business. In my previous class, we were given a case study for the semester. Local shops in Plymouth, NH had been picked in advance with owner’s permissions. Our goal(s) were to find ways to better their business with customers. I have attached a document-from my groups work case study-as an example.
Step 1: Define Objectives
Step 2: Gather Information
Step 3: Identify key “Touch points”
Step 4: Start Journey Map Process
Step 5: Review Results with team
Step 6: Analyze the Map
Blogging Helps:
• Way of communicating freely
• Start blog discussions every week
• Have the business be the author/publisher/responder
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