4. Identify opportunities for improvement The map does provide insight into the customer experience by contact point so you can determine areas for improvement—but when you add the internal scores, ...

Customers crave frictionless experiences, so when we use the information from our customer journey map and other sources to develop a top-notch experience, we’re setting the stage for happy ...

Those maps provide a wonderful set of visual cues to the customer-experience and performance-chain lessons we can all apply to our businesses. Every company has a performance chain—the tangible and ...