Slideshare – Creating a Customer-Focused Customer Experience Journey Map

For you Slideshare fans, I have uploaded a presentation on creating a customer-focused Customer Experience Journey Map.

Customer journey maps go by different names, such as customer experience maps, journey maps, and touch point maps. Journey maps serve as a visual means to identify the steps your customer goes through as they experience your product or service and the impact of each. Customer journey maps chart your customer’s experience and help you target improvements with the greatest return. By identifying those steps in the customer experience with the greatest impact, your journey map becomes a centerpiece of your customer experience planning process.


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  1. […] 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. […] “I know that it’s challenging, but embrace it. It’s worth it. If you haven’t done one, and aren’t familiar with the process, learning the process can be challenging. And it’s time-consuming. But the time is well worth spending.” (Editor’s Note: I have a Slideshare on how to lead a journey mapping workshop here. […]

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