Mapping Your Customer's Journey

Would you date or be friends with someone who doesn't have decent standards for themselves? Would you buy food from a chef who has poor hygiene and doesn't wash his hands? The same goes for many businesses. People want to business more frequently with organizations who have efficient standards & operating procedures. That is because the more pleasurable the customers's experience is, the more likely they will do business with you again.

In this lecture, we will use a tool that we found from Intevity called a Customer Journey Map[*] to help us identify positive and negative customer interactions that you can use to pinpoint opportunities to improve your business. We are also going to use this information in the next lecture to further break down your systems & processes internally.

Action Item:

  • Watch video below
  • Download Customer Journey Map Example
  • Download Customer Journey Map Template
  • Fill out Customer Journey Map Template

Complete and Continue