Real-World Examples Of Customer Journey Mapping

Customer journey mapping has many uses. They can help your company move forward in powerful ways.

In this video, we'll explore real-world examples of journey mapping use cases & the wins they deliver.

We will investigate how you can:
• Find out what’s happening today with Current State Mapping
• Create what you want tomorrow with Ideal State Mapping
• Stay ahead of the competition with Competitive Journey Information
and BONUS:
• Be your own disruptor!

Are you considering customer journey mapping?

We hope these inspire you to create a meaningful goal to gain traction with your own journey maps.

Highlights:
0:00 Welcome
3:28 Are Customer Journey Maps Necessary?
5:49 Customer Journey Mapping Variations
6:18 Current State Mapping
12:20 Ideal State Mapping
16:16 Competitive Journey Information
22:16 Be Your Own Disruptor!
23:24 Journey Mapping: Where Should You Start?
24:52 Get Our Customer Journey Mapping Workbook
26:45 Q&A: Techniques for handling angry customers?
30:01 Q&A: Should customer perspective be the main focus?
31:21 Q&A: How do you get executives invested in journey mapping?
34:53 Q&A: How to make Voice of the Customer (VoC) part of journey mapping?
37:24 Q&A: Who in my organization should be included in journey mapping?
40:33 Q&A: How to identify a customer advisory board and recommendations for energy ratios?
43:45 Q&A: Should outsiders participate on a customer advisory board?
46:55 Wrapping Up