How to Map the Customer Journey and Improve Customer Experience
1. Map The Journey
Improve The Experience
by Warren Buffett
“It takes 20 years to build a
reputation and five minutes to ruin
it. If you think about that, you’ll do
things differently.”
3. Social media has changed
the conversation,
empowering customers to
bring their concerns to wider
audiences more quickly.
Ensuring customers feel
cared for is critical.
4. 86% of customers are willing
to pay more for products
that come with great
customer service.
10. Data can be both
quantitative and qualitative,
and each type offers
valuable insights.
11. Quantitative data
• How many people are coming
to your product via video ad?
• How often do people click the
links in your email newsletter?
12. Qualitative data
• Anecdotal comments gathered
from email or phone surveys
and interviews.
• Social media channels help
gather informal data from your
customers.
13. Balancing the clear metrics
of quantitative findings and
the explanations of
qualitative responses can
deliver valuable takeaways
on customers’ positive and
negative experiences.
15. Transition points offer a
good opportunity to map
your customers’ experience.
Consumers want continuity
and a seamless progression
between different stages of a
transaction or experience.
Are they getting it?
16. Remember to identify the
touchpoints encountered at
all stages of the customer’s
journey…