Don’t Forget the Customer in Your Customer Journey Map


Manage episode 239740853 series 1993887
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Creating a meaningful journey map can be a lengthy and expensive process and it's tempting to cut corners. Steve's guest Jim Tincher, founder and mapper-in-chief of Heart of the Customer and co-author of "How Hard is it to Be Your Customer", explains why hastily created journey maps can give you a false picture of your customers.

84 episodes