According to Forbes, “86% of buyers will pay more for a better customer experience but only 1% of customers feel that vendors consistently meet their expectations”. A customer journey map drives customer experience improvement by highlighting the gaps across the journey of the customer. An effective customer journey map should be built from outside – in customer – centric perspective with focus on facts. But that’s not all you need to know about customer journey map, so we have come up with an exciting playbook on Customer Journey Map.
Takeaways from this Playbook:
- Why do we need a journey map and what are the potential business goals associated?
- How to create an actionable customer journey map and with what elements?
- Guidelines to be followed
This has been designed based on our experience of working with several successful CXO’s from our Fortune 100 clientele. We believe that marketing, customer experience and digital team across an organization would find this playbook very helpful in achieving their ultimate goal of providing customers a seamless Omnichannel Customer Experience and turning them as brand advocates.