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Creating a Customer Ecosystem Map

Jim Tincher Jim Tincher 09/04/2013

Customer Ecosystem Maps are the inside-out complements to Customer Journey Maps.  These maps are created by internal teams, and document the actions, people and systems that enable the customer experience.  They are a great way to bring teams together to create a shared view on friction points, and to create alignment on what needs to be solved.  I recently trained a company’s customer experience teams on this process.  This becomes a great way to get departments to work together, and I am excited to see their results.

Rather than trying to communicate it through text, I have created a Slideshare to walk through the steps. It is best viewed in full-screen, as the maps get somewhat complex. Enjoy, and let me know your experience with this process!

Jim

Creating a Customer Ecosystem Map from Jim Tincher

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