339: Customer Journey Mapping is Not One Size Fits All

Jeannie Walters CCXP gives you the 101 on customer journey mapping so you can stop stalling and start making a difference today. Customer Journey Mapping: What’s holding you back? When the subject of customer journey mapping comes up, we often think of gorgeous, robust maps that take forever to complete. Then we think of how much work that must be, how enormous our customer journey is, and ultimately, how we don’t have the time or money for all that. But that’s why many business leaders miss out on the amazing “A-Ha!” moments and opportunities to add delight that only come from a customer journey mapping project. It’s too easy to get hung up on the deliverable itself, when it’s actually the project, the “doing” of customer journey mapping, that makes the magic happen.  “Doing a journey map for journey mapping’s sake…Congratulations, you have a poster, and customers still hate you.” – Jeannie Walters What’s more, customer journey mapping is typically seen as a huge project that takes forever. “How can we map the entire customer journey? It’s enormous! And we have so. Many. Customer Segments…” Stop right there. You don’t have to map the entire journey of every customer. You don’t have to consider every customer at once and create a giant monster that eats up all your time and money. And more importantly, you don’t have to worry about making it pretty.  “The magic of journey mapping is in the process.” – Jeannie Walters In this episode, Jeannie gives you the 101 on journey mapping so you can get started right away, no matter who your customers are or what your situation is. Customer journey mapping doesn’t have to be huge and expensive to spark action that makes a real difference, so don't let the beautiful maps you see online dictate what your map should be like. Listen in to learn more about Jeannie’s fully-adaptable “can-do” approach! Related Content 360Connext® post, Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities Customers That Stick® post, Remove the Weak Links in Your Customer Experience: Part 1 Episode 163: When to Update Customer Journey Maps Episode 287: The Multi-Device Customer Journey We're on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices