Mapping the customer journey requires a robust methodology, an analytical mind, and your team’s perspective. Mapping the customer journey is a pillar of the diagnostic phase when developing a customer experience strategy.
The customer journey is the interactions that occur when a customer identifies a need, associates it with a brand, purchases and uses the product or service that meets their need. Interactions can last several hours, weeks or even years, depending on the product, service, and product life cycle. These interactions represent the customer’s evolving state of mind throughout the purchasing process. It goes beyond their interactions with any specific touchpoints.
Do you know why your customers choose you? Why did they choose your competitors? Does everyone on your team understand their role in the customer journey? How does your team create unique experiences for your customer?
These questions, and more, are addressed through a comprehensive mapping of your customer’s journey.
Defining the customer journey means bringing your teams together around a shared vision of your customers.
This process allows you to:
A clear customer journey map becomes a standard compass for your teams and a strong foundation for improving your sales, services, and marketing initiatives.
At Maïeutyk, we believe that mapping your customer journey requires gathering perspectives from every department through a co-creation workshop. Each department or team member has a different relationship with your customers and therefore brings a unique perspective. Your customer journey becomes more accurate and representative when all these insights are combined.
At Maïeutyk, co-creation workshops are the most effective way to map the customer journey. It’s essential to bring together different departments or team members to build the customer journey since each has differing relationships with your customer. These varying relationships impact their vision of the customer journey! The final map is more representative when all these perspectives are considered.
Studies show that most new initiatives within organizations fail to be successfully implemented. Maïeutyk’s co-creation approach engages your teams from the very beginning. By acknowledging and integrating their concerns, hesitations, and bright ideas, they quickly become active contributors to the project’s success.
The customer journey co-creation workshop is a unique service offered by Maïeutyk.
As with all our workshops, the opportunity to experience co-creation is a deliverable in its own right. Allowing your team members to participate in the development of your customer experience strategy creates real added value for your organization.
Upon delivery of the customer journey report, you will receive:
The customer journey becomes a tangible lever to align your Brand Experience (BX), Customer Experience (CX), and Employee Experience (EX), helping your organization evolve sustainably.
