Love your customer and how they will experience your services and products – It’s amazing when brands surprise and delight customers and creates lasting loyalty.
For the last several years, improving customer experience has been rightfully viewed as one of the most important things any organization can do to drive value. In fact, the phrase is used with the same reverence (and lack of clarity) as words like “strategy,” “brand” and “innovation.”
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.