you’re mapping the journey your customer takes with your product or brand. At each touchpoint, there are things to be done, such as filling in shipping or billing information. Each touchpoint ...

Who are the consumers of the product or service being sold? Is someone acting as your coach or adviser in the journey? Can you identify influencers or detractors? So, how does a business start with ...

Put yourself in your audience’s shoes and be brave enough to admit when something you thought was working just isn’t.

Respondents say the most effective ways to collect data for the journey-mapping process are customer feedback surveys (53% cite), market research (47%), and service/product usage analysis (46%).

eliminating blind spots and providing a complete view of every customer and their journey. It maps every touchpoint—including agent handoffs, back-office involvement, and resolution paths ...