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54 search results for: moment of truth

52

It’s time to get journey maps right

This is a journey map rant. It’s time we stopped calling employee workshops, Post-It Notes charts and PowerPoint and Visio documents customer journey maps. And we need to realize that design matters. I recently read an article on journey mapping. It had some good points, but ugly maps. Then I hit a sentence that stopped me […]

53

Reimagining Journey Map Design

Journey maps are game-changing tools to illustrate your current customer experience, highlighting friction points that impact loyalty. If you’ve researched the topic, you may have noticed that different creators apply the 10+4 criteria of an effective customer journey map very significantly. As a critical input to your customer journey design, journey maps need to grab your reader’s attention and quickly […]