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Journey Mapping...a Treasure Map or a Lost Horizon?
Manage episode 295710465 series 2933309
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In this episode Lou discusses the topic of Journey Mapping…but not for the reason you may think. Journey maps have been used in process improvement for many years and provide valuable insights for process improvement, creating efficiencies, and more. However, to create truly distinctive experiences that provide a competitive advantage, the viewpoint taken to create your map is critical.
Are you mapping your customer’s journey by ‘walking in their shoes’ (website visits, interactions with employees, etc.) or are you mapping the journey ‘from the mind of the customer’? Join Lou as shares his insights and how this perspective provides organizations the ability to imbed clues that create a distinct experience and increase brand loyalty.
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