Recently published in Field Service News, Nick Frank from Si2 provides some insights into how to improve customer experience through journey mapping. The article ‘Improve customer experience in 30 minutes through Journey Mapping’ describes how for the vast majority of service managers and leaders, customer experience is something intuitive, as most effective professionals already have a good feel for what is important to their customers. But that by adding the customer journey framework to their intuition, they can communicate their experiences to their teams more effectively!
It’s a very simple idea: a diagram that illustrates the steps your customers go through in engaging with your company, whether it be a product, an online experience, retail, or a service, or any combination.
It can be a back of an envelope exercise lasting 30 minutes, or a full working day working with a cross functional teams. Whichever approach you choose, it will undoubtedly provide you with insight into your customers feelings about the service they receive from you, and where opportunities may arise to drive customer loyalty or new sales.
For more detailed look at how to use Customer Journey’s to improve Customer Experience see the ‘Service in Industry Hub’ article: Customer Journey Maps: Why they can help you and how to approach them