Why Customer Journey Mapping Matters in Customer Service
Did you know that 80% of companies think they deliver great customer experiences, but only 8% of customers agree? (According to a Bain & Company survey)
That’s a huge disconnect. How can we close this gap? Imagine being able to see your business exactly the way your customers do—every step they take, every frustration they feel, and every moment that makes them smile. A powerful tool to achieve this is customer journey mapping, and it can make all the difference.
What is it? Does it really matter? How can you get started? And what is the role of technology? In this article, I’ll share what I’ve learned, and what I think will help you as well. If we can truly get a sense for what our customer’s journey is like, we can truly make their experience better. Not just in theory, but also in reality as well.
Customer journey mapping is a way to see your business through your customer’s eyes. It’s a visual map of every step they take—from discovering your brand to solving their problem or completing a purchase.
