How to map the customer journey
A customer journey map tells the story of the customer's experience through initial contact, the process of engagement, and into a long-term relationship.
This how-to guide walks you through creating or refining your customer journey map, including:
- Five essential steps and a checklist for creating a map
- An example of what a customer journey map might look like
- How to maximize a customer journey map's ability to unearth tangible changes for your business
- The Economist's approach to devising its customer journey map