Customer Journey Maps
Customer journey maps can help you examine customer touchpoints, understand a brand’s CX and expose gaps
Customer journey maps are research-based tools which design teams use to reveal typical customer experiences over time and visualize the many dimensions and factors involved. These enable brands to learn more about target users.
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Had a conversation with a Food Brand last week with a clear challenge in customer service experience. They get complaints from customers every week. After so much probing I found out they have no customer experience design and customer journey map since their formation in 2014. Sharing this article was influenced by that conversation.
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