Customer journey mapping all the way

Customer Journey Mapping is the process of bringing life to your customers' experiences as they use your products and services.

Ensuring that your company captures those customer touch points along the way is the first step in better understanding their needs and desires.

In order to ensure that your organization effectively captures the customer journey, your organization needs to ensure 7 steps are completed along the way. The seven steps are as follows:

1. Build a team- building a team across your organization helps capture diverse perspectives and data.

2. Access data sources- once your team is developed, have the team look at various data sources, such as, Customer Satisfaction Surveys (CSAT) and existing customer and user research to get a profile of your existing customer base.

3. Know your audience- make sure the team creates persona-driven journey maps that capture the touch points that are the most important to your customers.

4. Align team goals- ensure each team member understands their role and what the desired outcomes for the customer journey map are.

5. Create the customers' perspective - develop journey maps from the customers viewpoint that reflects their perspectives, thoughts, feelings and actions.

6. Map the entire journey first - ensure that your organization understands the entire customer journey, or risk overlooking key moments or connections that exist with other touch points.

7. Validate the journey with customers - validate that the data captured accurately depicts the experience, feelings, thoughts and actions customers take or have in their customer journey.

By implementing these seven steps to capture the customer experience, your company is on the way to better capture the Voice of the Customer (VoC) to ensure that the delivery of your products and service exceeds customers expectations.