Thursday, November 19, 2015

Cracking the Code on Customer Journey Mapping

Image courtesy of Crack the Customer Code
Have some questions about journey mapping? You're not the only one!

I recently sat down with Jeannie Walters and Adam Toporek for a Crack the Customer Code podcast on one of my favorite topics: journey mapping.

During this podcast, I answered their questions about customer experience and, more specifically, about journey mapping. I shared some tips and ideas that I hope you find useful.

You'll find our chat in Episode #68 of Crack the Customer Code. Jeannie and Adam asked me questions like:

  • Customer experience transformation happens in baby steps. Can you elaborate on that?
  • How can you take advantage of quick wins?
  • How do you describe and define customer journey mapping?
  • What are some of the key principles of journey mapping?
  • What is the balance between how detailed journey maps should go and making sure you get at the core of the experience?
  • What is the one thing any organization can do to get started, without undergoing a massive journey mapping effort? What are some of the basics they can start with?

Be sure to listen for Adam's very profound statements about journeys and journey mapping. I think you'll enjoy this conversation!

For more information about journey mapping and the items we discussed in this podcast, here are some related blog posts:

Journey Maps Are Not an Exercise in Futility
Hey! You Got Your Metrics in My Journey Map!
5 Basic Journey Mapping Principles

If you've not had time to listen to other Crack the Customer Code podcasts, make the time to do it. They are fast-moving, information-packed conversations. 

Thanks, Jeannie and Adam!

A journey is like marriage. The certain way to be wrong is to think you control it. -John Steinbeck



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