Customer Journey Examples
Taking an end-to-end view of the customer experience is a powerful way to help people see things from the customer’s point of view. Customer Journey Mapping lends itself to engaging internal communications, because of the strength of the metaphor underpinning it.
An effective customer journey map reinforces the events and behaviours that create good customer experiences, and highlights the “downstream” impact of those moments of truth.
As well as communicating best practice with an overall map, individual customer journeys are a crucial tool to build empathy with customers, and showcase the negative or positive impact of staff behaviours with real customer stories.