How can we make better business decisions? Imagine you work at a large bank. Your goal is to strategically choose the CX problems to solve first – where can your investments of time and money have the biggest impact? One way to rank issues is by expected profit alone. But that discounts the customer experience.
The customer journey is made up of experiences and related emotions. Mapping it helps us ask important questions such as: What steps lead to positive emotions? To greater lifetime value? What experiences lead someone to shop at a competitor? Think about the customer journey map The map, along with customer feedback, might answer the