Customer Journey Map White Paper

Customer Journey Map White Paper CoverA customer-focused customer experience journey map is a crucial first step to designing and improving your customer experience.  How do you go about creating such a document?

The attached white paper walks through 10 required and 4 optional principles for creating such a map.  It also includes two examples of how I create maps at Heart of the Customer, although you could use the principles to create maps that look entirely different.

The 10 core principles are:

  1. Maps represent your Customer’s perspective.
  2. Measure your brand promise.
  3. Require qualitative research.
  4. Represent your Customer segments.
  5. Include your Customer goals.
  6. Communicate your Customer emotions.
  7. Document your touch points.
  8. Highlight your Moments of Truth
  9. Include your Customer time progression.
  10. Ditch the PowerPoint.

Download the white paper today and create a great customer journey map tomorrow!

7 replies
  1. Michael Volk
    Michael Volk says:

    Hello, I am keen on the customer experience topic. Looking forward to read your whitepaper. Thank you very much.
    With best regards, Michael Volk

  2. health problems
    health problems says:

    An outstanding share! I have just forwarded this onto a coworker who had been doing a little homework on this. And he actually bought me dinner due to the fact that I found it for him… lol. So let me reword this…. Thank YOU for the meal!! But yeah, thanks for spending the time to discuss this issue here on your site.


Trackbacks & Pingbacks

  1. […] Forrester uses the phrase. I wrote a popular post on the topic here, which was also published as a white paper and a slideshare. I do a lot of research-based customer journey maps for my […]

  2. […] Customer Journey Map Whitepaper from Heart of the Customer […]

  3. […] At SMS Research Advisors, we have found the CES is also a strong input to customer journey mapping. Journey mapping helps you understand how your customer navigates your customer experience.  Effort plays a large role, so it is important to include this in your map.  You can see an example of our maps incorporating the CES in this white paper. […]

  4. […] By the way, I have included two detailed templates in my follow-up post Customer Experience Journey Map: Applying the Top 10 Requirements.  You can also download the white paper. […]

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