Can you describe the "Customer Journey Map", and how to use it?

AGREED WITH MR.KRISHNA.........

Customer experience journey maps are a tool to help bring the outside world into an organization. They are a tool that can help bring customer stories to life. An entire story. Not just the piece one silo or function within an organization normally may encounter.

And as we map out the customer’s story, our organization’s own story becomes visible. And often what’s revealed is an incomplete fractured story.

Customer journey mapping describes the interactions with the customers with a company over a period of time via all communication channels including telephone, internet, face to face, on their location, any common meeting place, in our own office-direct meetings. It also covers the effect of advertisements and their effect based  interactions among the people similar the effects connected with direct marketing efforts or broadcasting over medias.  It is all meant for sharing their views and experiences +perceptions on our being standing in the field over a period of time.

Customer Journey Map is documents that visually illustrate customers' processes, needs, and perceptions throughout their relationships with a company.

 

 

Customer Journey maps are used to look at very specific customer-company interactions.

 

A great customer experience journey map includes your customer’s perspective, segments, customer goals, emotions, touch points, and your brand promise.

 

For example, is a customer journey timeline that includes first engaging with a customer (perhaps with advertising or in a store), buying the product or service, using it, sharing about the experience with others (in person or online), and then finishing the journey by upgrading, replacing, or choosing a competitor (re-starting the journey with another company).

A customer journey map is a very simple idea. It is a diagram that illustrates the steps your customers go through in engaging with your company, whether it is a product, an online business, retail experience, or a service, or any combination of all mentioned.

 

Customer journey mapping is used to identify how the customer is treated during each contact and how the customer feels towards the organization at the end of the experience. This information can then be used to aid in management decision-making.

A customer journey map is an incredibly useful tool to understand and improve your customer experience.  A great customer journey map documents your customer experience from your customer’s eyes, helping you to understand not only how customers interact with you today, but also identifies improvement opportunities.

Many Star Hotels for instance JW Marriott has developed software to identify & document each interaction with their services. Thus, it will help them know their needs in advance & make necessary arrangements including any special recommendations...Thus, able to give an 'Wow' factor as an consumer point of view.

:-)

A customer journey map is an incredibly useful tool to understand and improve your customer experience.  A great customer journey map documents your customer experience from your customer’s eyes, helping you to understand not only how customers interact with you today, but also identifies improvement opportunities.

Unfortunately, there is no standard for a customer journey map.  You can build it following high-quality design principles, or use smiley faces.  You can make it a work of art, or something that looks like it belongs on a napkin.

I have included an example on the right, as well as some useful links at the end of this post for those unfamiliar with a customer experience journey map.  The customer journey map may go by a different name, such as customer experience map, journey map, touch point map, etc.  The map provides a visual representation of how your customer uses your product or services, or how potential customers go through the shopping process.

The customer journey map is an oriented graph that describes the journey of a user by representing the different touch-points that characterize his interaction with the service.

Customer journey map is the business tool which will tell all about the customer action in a short time. Number of transation made, number of customer IN/OUT of the store, average value of the customer, increase/decrease in the number of customer, bundle buyer customer, window shopper customer, regular customer and many more which are related with the stores comes under customer action...!

customer journey map is actually a diagram generated by marketer to win the customer. It is the preview of customer's characteristics which help the organization to train their resources as required by customer.  Relationships of different people like the business customers, mediators and business employees are well designs.

the use of the map depend on the management.