journey mapping to enhance the customer experience

( N o t e : Yo u c a n r e p l a c e t h e b a c k g r o u n d p h o t o w i t h a p h o t o o f y o u r o w n .)

What is customer journey mapping?

We’ re your gu ides . Le t ’ s ge t th i s jou rney s ta r ted !

A designed chart that helps a whole organization clearly see the lifespan of

its customers.

Journey maps can look like…

this this

or this.

A customer journey map is completely customizable to your business and can look

anyway you want.

What are the benefits of journey mapping?

A n o p t i m i z e d c u s t o m e r e x p e r i e n c e w i l l b e n e fi t y o u r b u s i n e s s i m m e a s u r a b l y . H e r e ’ s h o w .

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Regardless  of  your  organiza2on’s  size,  you  will  see  benefits  by  crea2ng  

a  customer-­‐centric  plan.

The benefits of customer journey mapping include:

  Places an emphasis on the customer in your business.

  Broadens your overall scope and allows you to

better understand your customer.   Helps to identify any operational issues and

correct them.

The benefits of customer journey mapping include:

  Places an emphasis on the customer in your business.

  Broadens your overall scope and allows you to

better understand your customer.   Helps to identify any operational issues and

correct them.

But there’s more!

The benefits of customer journey mapping include:

  Gives the entire company a better understanding of customer issues and how to solve them.

  Encourages every single person in your company to think about the customer experience.

  Places all departments on the same page when it

comes to customer care.

The benefits of customer journey mapping include:

  Gives the entire company a better understanding of customer issues and how to solve them.

  Encourages every single person in your company to think about the customer experience.

  Places all departments on the same page when it

comes to customer care.

Now, let’s hear from an expert on the importance of customer experience.

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-Jeff Bezos Founde r & CEO o f Amazon

“ We see our customers as invited guests to a party, and we are the hosts. It’s our job to make the customer experience a little bit better.

Customer journey mapping can help your business

create the sort of wow-level service people expect from

Bezos’ Amazon.

How do I get started on my business’ map?

T h e r e ’ s s o m e s e r i o u s w o r k t o c o m e . A r e y o u r e a d y f o r t h e c h a l l e n g e ? I f s o , l e t ’ s g e t s t a r t e d !

Once it’s decided the effort is worth it, it’s time to start pulling together data and build your

customer’s journey with your team.

Begin by researching your data.

You will need two kinds of data:

Analytical Data Anecdotal Data

•  Your company’s website •  Online customer reviews

•  Search data from Google Analytics

•  Comments posted to social media channels

•  Social media channels where the company has a presence

•  Interviews with staff who work with customers daily, i.e. customer service

•  Email analytics •  Focus groups

•  Customer satisfaction ratings, like NPS scores

•  Customer survey feedback

Once your research is complete, it’s time to gather supplies and

choose your stakeholders.

Here’s what you’ll need to begin:

Stakeholders (should come from all departments)

Supplies

•  CEO, Founder, President and other executives

•  Dry erase board or a roll of butcher paper

•  Marketing •  Sharpies

•  Development •  Pens, pencils

•  IT •  Sticky notes in at least 5 colors

•  Customer service •  Copies of your research

Once your supplies and stakeholders are all together,

the next step is to piece the story together.

Time to piece it all together into a map.

Y o u r t e a m h a s l a n d e d o n t h e c u s t o m e r ’ s j o u r n e y . N o w , i t ’ s t i m e t o p u t i t i n t o m a p f o r m !

Your business’ customer journey map must be easily read by anyone and understood by all

departments.

Whether you design the map in house or hire a designer, keep these tips in mind…

Keep it simple. Make it autonomous. Share it

everywhere.

Download the full eBook at: try.patlive.com/customer-journey-ebook/

What We’re All About PATLive has been a leader in great customer service since it was founded in 1990 with 5 employees and 20 customers. Our live answer center knows every call is important. Whether you’re a hairdresser, a plumber or a utility company, we can answer all your calls when you can’t. We don’t outsource our calls, and we never ship them overseas — they’re all answered right here in America. We believe that the foundation of our business hinges on recruiting and hiring great employees, and we work hard to create a culture that attracts top talent.

Visit PATLive.com to learn more about how we do live answer.

Image  Credits  

Slide 4: (left to right)

•  CJMapping; Delvinia. http://www.delvinia.com/the-journey-is-only-part-of-the-experience/

•  Green Garage Customer Experience Map; Azmina Karimi. http://www.azminakarimi.com/Azmina_Karimi/Green_Garage.html

•  Customer Journey Map Example; Heart of the Customer. http://www.heartofthecustomer.com/customer-experience-journey-map-the-top-10-requirements/

Slide 20:

Female photographing customer journey map story; Steve Baty. Creative Commons. https://www.flickr.com/photos/stevebaty/15709149737/in/photolist-eYWqWu-ptJE7X-nhAhCS-npaAFW-nfvA6b-c3gcsA-rhmBPo-nrfrsS-sdUsMP-pWauVg-7PgRvS-7PcSA8-nfvD1j-tyJSwW

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