Kicking your customer experience (CX) into high gear requires an intimate knowledge of your customers’ journey from start to finish. To map out this journey accurately, your organization will need to dive deep to discover what you’re doing well and what pain points are potentially harming your CX.
If you want to improve your customer experience (CX) and generate loyalty, you have to understand where your customers are coming from. The best place to begin understanding your CX successes and failures is by creating a customer journey map.
If you haven’t mapped out your customers’ journey, then you’re setting yourself up for failure. Customer journey maps will help you provide your customers’ better experiences and generate greater loyalty—something all of us could get better at.