This white paper explains how Customer Journey Maps can be a powerful tool to help companies visualize and evaluate the customer experience from the customer’s point of view.
How Research Can Improve Customer Satisfaction and Loyalty
Do you wish that your customer retention research gave you more specific insight into how to increase customer satisfaction and loyalty, even among the most profitable customers?
Replace Your Process Map with a Customer Journey Map
I’ve written about customer journey maps in other posts, and I’ve also provided a detailed white paper defining and describing customer journey maps.
How Customer Journey Maps Can Improve the Customer Experience
In most companies, the customer experience is complex. Companies typically organize people and processes into departments, functions, and business units. However, customers often have interactions and experiences with companies that cut across these divisions and...
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How to Create a Customer Journey Map
In other posts, I have described Customer Journey Maps, including how they can help your organization visualize the customer experience. This post describes how to create a Customer Journey Map. Figure 1 describes MMR Strategy’s...
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