We develop comprehensive customer experience maps phase by phase, highlight what drives behavior, then show you how to maximize the found opportunities for success.
We start with your customer, clearly spelling out who they are, and their most important needs. You can’t create empathy with a faceless customer!
We show the phases of the journey in the language your customers speak. Some mappers use terms like “Access” or “Conversion” here – but your customers don’t, so neither do we.
The green fill shows the highlights of the journey, where your team is building goodwill for your brand.
We call out your most important opportunities to build loyalty, based on well-researched customer experience principles.
The orange fill pulls the eye here, showing the points of friction along the journey.
Understanding why customers make the choices they do is key to keeping them loyal to your brand. That’s why effective journey mapping is the cornerstone of successful customer experience programs.
By clearly illustrating where you delight your customers and where you frustrate them, we help you transform the way you do business.
What are the benefits of creating a customer experience journey map?
Our proprietary customer journey maps drive learning and change by providing a high-level visual representation of how customers interact with a service or product. By turning extensive qualitative research into easy to understand informational maps, we make data accessible for those in management to the C-Suite.
What sets Heart of the Customer journey maps apart?
The benefits of journey mapping come not from creating the map, but from acting on it. Our unique process is designed to provide actionable insights, the buy-in from key stakeholders to drive change, and interest and excitement in the teams that will make it happen.
A customer experience journey map is a big investment – what’s the ROI?
It’s the action that occurs after the mapping, not the map itself, that yields ROI. That’s where most other maps fail, because they don’t follow best practices. But we’ve built our entire process around a change management approach that ensures action…and rewards efforts.
Does the journey mapping process benefit both B2B and B2C companies?
More than half the journeys we map are B2B. Because, ultimately, “companies” don’t make purchasing decisions – people do. So journey mapping is just as effective in the B2B sphere as it is for B2C. It’s all about what drives behavior.
Can customer experience maps help with employee journeys, too?
Employee journey mapping optimizes your talent and enables your employees to provide world-class service to your customers. Employee journey mapping currently accounts for 10% of our projects, as the benefits are increasingly recognized.
What key metrics across my company can journey mapping impact?
Impactful journey maps include your KPIs (Key Performance Indicators) because that’s how you ensure new initiatives reflect what is important to your organization. Our clients have driven KPIs that include survey scores (such as NPS), as well as business metrics (delivery, cycle time, share of wallet, and more).
Our customer journey mapping process drives a transformation in your company culture that lasts long after we’ve packed up our Post-its. Investing today in improving your customer experience lays a foundation on which you can build smarter, more cost-effective, and profitable customer experience initiatives for years to come.
For more information on how Heart of the Customer’s mapping process can help maximize customer success and give your company a competitive advantage, see our:
