There’s a gratifying amount of attention being paid nowadays to the idea that sales people need to focus on creating genuine customer value. It’s a concept that sits at the very centre of our own Value Selling System®.
While some of us may still call the digital age as something “new and revolutionary”, the fact is, it’s been on the horizon for years now. But the explosion of its depth and reach has reached a fever pitch recently.
Customer journey mapping has become very popular. Emerging CX programs are viewing it as a great way to start learning about their customers and the resulting visual aid is an easy way to share customer information around the organization. Because of its popularity, however, I’m starting to see less-than-successful approaches to the practice. Here are what I see as the five biggest mistakes.