Customer journey maps (CJM) help to reveal actual CX gaps and to improve your business.
BASIS
1. CRUCIAL
SHIFT #1
Check
how your CX thinking turns from the touchpoints to the journeys.
Today
all business ideas come from the real Customer journeys.
2. CRUCIAL
SHIFT #2
Check
how your CX thinking turns from inside-out to outside-in.
The
Customers control business growth today.
3. CX
STRATEGY
Find
your actual CX practice on CJM data.
CJM
contains all you need to improve CX and finally your business.
4. SINGLE
UNDERSTANDING, CLEAR TARGET
Get a
single understanding of the Customers.
Provide
your staff a clear target: Customers.
CUSTOMER
JOURNEY
5. REAL-WORLD
PICTURE
Discover
your Customers in the real-world by breaking down your assumed pictures.
Reveal
how your Customers think, feel, act and react while interplaying with your
company.
6. PAIN
POINTS
Identify
all the pain points.
Fix
inefficient touchpoints and cancel inadequate processes and rules that hurt
your Customers.
7. COMMON
LANGUAGE
Reveal
all touchpoint where you are beyond your Customers.
Shift
your language into the Customer’s, avoiding any technical jargon and
professional slang.
COMPANY
8. SILOS
BREAKING
Hey,
guys, detect and break down all your company’s silos.
Open
your staff’s minds and discover a better world of happy Customers.
9. IMPACTING
STAFF
Show
both frontline and back office staff their strengths.
Let them
understand where and how they impact the Customer experience.
10. TRAINING
AND COACHING
For the
best CX practices teach your staff empathy for your Customers.
Train and coach them about the Customer Experience and building the CX culture.
#10SimpleTips #Howto #CustomerCentricity #CXBestPractices #CustomerExperience #CXReview #Marketing #CustomerJourneyMap
