Note: We’re celebrating the upcoming launch of our new book “How Hard Is It to Be Your Customer? Using Customer Journey Mapping to Drive Customer-Focused Change,” by Mapper-In-Chief Jim Tincher and B2B Practice Lead Nicole Newton. We’re using the launch as a cheesy excuse to walk through the Five Journey Mapping Questions.Read more
Editor’s Note: As we get ready for our book launch in May, we’re previewing the major topics. This post was written by co-author Nicole Newton, HoC’s B2B Practice Lead. You can read more about our book at https://heartofthecustomer.com/book/.
Mapping the Right Journey
At Heart of the Customer, we recommend starting a journey mapping project by answering these five questions:
- What is the business problem or opportunity behind mapping?
- What is the right journey to map?
- Who is the right customer to map?
- What is the right approach to gathering the voice of your customer
? Whoare the right people to be on your journey mapping team?
Connect With Us
Journey maps are the clearest way to visualize your customer experience. Download our journey mapping toolkit to start.