CUSTOMER JOURNEY Mapping
Customer Journey Mapping is a holistic, visual, and tangible tool to understand customer needs, expectations, and emotions at each phase of the customer life cycle. Customer Journey Map plots the path customers take in interacting with an organization – from the earliest stage of product awareness to purchasing decisions, including onboarding, usage, support, and renewal.
Thus, it visualizes every experience a customer has with a brand/organization across touch-points. It’s a story of the experience derived from a customer’s engagement culminating in a relationship with the organization.
If you are looking to start with enhancing customer experience, have a go at Customer Journey Mapping!
Clearly, it is a tool that progressive organizations use to better understand the customer perspective and start working towards the outside-in approach. The single point objective is to inculcate customer-centricity in the culture of the organization.
Why Customer Journey Mapping is important for an organization?
In today's fast-paced life, we all realize that most of the decisions are quick and driven by one's emotional state, and the same goes for our customers.
In case, you are losing your customers or worried they would choose your competitor over you. OR you would want to enhance your customer engagement, innovation capabilities along with choosing the right strategy. In that case, it's time you make that effort to understand your customer expectations and connect to their emotional state from start to end in the entire engagement.
Identification of ‘Make or break’ points is important to understand your customer’s perception about your organization and the likelihood of them buying from you again or recommending your product to others.
Improve customer experience as handoffs from one department to another can be troublesome for many organizations and journey maps support understanding the gaps. Thus, resources can be deployed and allocated to provide optimal value.
Cross-team collaboration and awareness on Customer Experience.
Strengthen customer focus and create empathy for your customers.
Accelerate innovation as identification of make or breakpoints helps to create a “Wow” experience.
CJM workshops also aid in creating a small team of customer ambassadors who champion the focus and bring cohesion across diverse teams.
Insights from Customer Journey Mapping (CJM) workshops involve opportunities for
Up-dations in Operating Models and processes for greater customer alignment.
Digital technology adoption
Change Management for an aligned and agile team with faster and focused deliverables in line with customer expectations.
Aligning legacy data, technology, and processes as per the objectives and implantation plan.
Customer Journey Mapping workshops, opportunity identification, and implementations plans are as defined by the need and scope of our clients.
Customer Journey Mapping also stands out as a starting point for your Customer Experience Management Initiative. You can read our award-winning blog by clicking here
Pink Guava Team for Customer Journey Maps
Pink Guava team specializes in customer journey maps with our diverse team of rich experience. The consultants are corporate and academic professionals with hands-on experience in facilitating the workshops, aligning the teams and program objectives to create impact. You can know more about our lead consultants by clicking here -
Worth mentioning is also that we prefer working on a few projects for focused attention and quality deliverables.
What you gain out of these result-oriented workshops and CJM
· Consistent understanding of customer and their needs,
· build journey maps for different personas and
· discover your moments of truth that you can focus on higher customer retention and improved customer loyalty or advocacy.
CJM varies across industries depending on the objectives, business model challenges. However, one thing that is constant is our approach and focus to create customer centricity and business sustainability.
Know more about our core team by clicking here