Mapping the Customer Journey
Understanding Every Interaction to Create the Best Customer Experience
Shep Hyken interviews Jim Tincher. They discuss journey mapping and how it can be used to improve both the employee experience and the customer experience.
The Interview with Jim Tincher:
What is a journey map? A journey map is a graphic representation of every interaction a customer has with you and your business. Journey maps can be used as effective tools to drive change and improve the customer experience.
It is important to make the journey map highly visual. This will help people remember the key points and takeaways, which will help drive the positive changes that are needed in your organization.
Jan Carlzon coined the phrase “Moment of Truth,” which is any and every interaction the customer has with an organization that gives them the opportunity to form an impression. These points of contact can come in many varieties, and
