I've written before about what customer experience is, why it's important and how mapping your customer journeys can highlight areas you need to improve to win more customers and keep them for longer.

In the accompanying video I go through a simple example of a customer journey map for a local restaurant. Because it's a picture it's easy to see the different touchpoints the customer experiences and where there is an issue that may stop someone becoming or staying a customer. (in a previous article I talked about the 6 things all customers want and I've used these to work out where the problems are).

You may think this looks a lot like a business process map. The key difference is that you're only mapping what the customer sees or experiences and the impact on them - a customer journey map doesn't show what business processes look like, just any impact they have on the customer journey, especially the length of time they can take or the extra work a customer has to do.

Now, you may be thinking "that's fine, but what value would mapping my customer journeys give me other than having a picture?"

Well, doing this creates the first step in starting to make regular improvements to your business by redesigning the journey. I'll talk about that next week.

Check out the visuals and narration for this weeks' story here:  https://youtu.be/CB3Y7dDmTWk