What's it about?
The Customer Journey Mapping focuses on the customer's psychometric-emotional status related to a specific persona and contextual stream. It helps build customer-experience empathy and organizational capability to track and tune-up the customer experience into customer success.The Customer Journey Mapping uses due diligence and sensitive consideration to design, implement and manage the customer experience in a disciplined way; all in the process of giving customers (internal and external) a better chance of product and service delight.
Who should use it?
If customer experience is a key differentiator for your competitive business, then the Customer Journey Mapping is for you. You can improve both customer loyalty and satisfaction by creating consistently positive end-to-end experiences for different customer-personas.