Customer Journey Mapping

Humanize your customer experiences

CSPN | Jessica Cryer - Customer Journey Mapping

What is Customer Journey Mapping?

A Customer Journey Map (CJM) is a visual representation of every interaction a customer has with a company. It tells the story of customer experiences with an organization from awareness, to interaction, engagement and through to sustaining the relationship  A CJM helps businesses understand their organization from a customer perspective. CJM’s add value by gaining insights into common customer pain points & concerns, improvement opportunities for the CX, and by identifying the operational, human resource and technology requirements that impact the organizations desired CX.

Why Journey Map?

In an increasingly competitive business environment, a company’s ability to create positive customer interactions with their products / services is paramount to success. Mapping the customer journey is a critical element to a company’s ability of becoming more customer-centric. Journey mapping increases companies’ understanding of the activities, expectations, thoughts, and feelings of their customers. It is also a powerful driver of change; enabling organizations to dispel silos, streamline services across departments, and tailor offerings to meet critical customer needs.  The journey map acts as a dynamic tool that a company can use to formalize and standardize their approach to great customer experiences!

The CSPN Approach to Journey Mapping

CSPN’s Customer Journey Mapping Initiatives guide organizations through the understanding, planning, design, creation and management of customer journey maps. Beginning with uncovering CJM fundamentals and concepts, each CJM initiative grows on the last, all the way to building a sustainable CX Strategy.  Initiatives are client tailored and comprehensive engagements that act as building blocks towards the design or improvement of an organizations overall Customer Experience Strategy.

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Phases of Our Approach

Know Your Customers

Review existing customer data and conduct internal analysis on the CX.

Get the Inside View

Work with internal stakeholders to begin to map the customer experience from an internal POV.

Get the Customer View

Conduct ethnographic research to better understand the journey from the customer POV.

Map the Journey

Blueprint the current Customer Journey & identify critical breakpoints and opportunities.

Share the CX Journey

Socialize the Customer Journey and leverage this as a key input for a CX or Service Strategy.

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