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.
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?
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.
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…
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…