The benefits of customer journey maps – static and living – can be transformational for both your organization and your customers. But your maps won’t lead to an increase in customer loyalty or company earnings if your journey mapping process is flawed.
So why do almost two-thirds of journey mapping initiatives fail to drive change?
Because journey mapping is an art and a science, and doing it right is hard. Which makes it tempting to cut corners and rush the process.
But you’re not going to gain anything with those shortcuts if your journey mapping project turns out to be a huge waste of time and resources as a result. And there’s even more on the line than that.
One failed journey mapping project makes it that much less likely that you’ll be able to muster the internal support needed to try again. Read more