Exploring Customer Journey Mapping

To understand the different feelings and cognitive processes a customer undergoes when dealing with your organization you need a tool that can document every step of their experience. Customer journey mapping is one such tool and is essential in helping you understand customer needs and define problems highlighted by their experiences. In this course you’ll discover how to create a customer journey map a customer-centric problem solving tool that can enable you to brainstorm effective solutions to key customer pain points. You’ll also explore how to recognize and prioritize specific actions to improve your customer focus while avoiding common mapping mistakes.