CX and Journeys

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.

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.