A few of us gathered in the board room to complete the customer journey map. It was helpful to have a group of people to bounce ideas back and forth, and get different perspectives.
Together, we went through the 11 steps to creating a successful Journey Mapping experience. Here are some photos sharing our experience:
Step 4: Writing down the emotions the customer (Jake) might feel during each phase of his journey.
Step 5: Vote for the moment that you feel is the most impactful, both negative and positive.
Step 8: Write out the wins or needs of the customer during that specific, impact moment
Step 9/10: Determining the desired experience and ideas of how to achieve that desired experience.
After going through the steps, we concluded with step 11, proposing a new experience in a statement."This experience will address customers feeling frustrated waiting for live chat. We can accomplish this through improving agent resources, implementing a customer facing Virtual Agent, and scheduling a call back time. These changes will reduce wait times by 20% and increase customer satisfaction."
It was a great process to go through as a team to better understand what Customer Journey Mapping really is and how it enables us to better understand our customers. Let us know how your experience went in the comments below. What conclusions did you come up with? Did you face any challenges?
For more information regarding customer journey mapping/customer care, please contact us.