A customer journey map is your holistic guide to interacting with your customers to achieve a goal.
Do you want more lead conversions?
Increase customer satisfaction?
Gain a holistic client view?
Working from a customer journey map, you and your staff stay in control and accountable. Journey maps are tools that take guesswork out of important stages in the interaction with customers and not only increase customer satisfaction but improve conversion rates for new prospects.
They increase transparency and improve business efficiency. When everybody in your organisation knows what the plan is, everyone can stick to it.
A good map not only lists out all the critical points of interaction but should also be flexible enough to be tuned to the specific needs of individual clients.
So what does a customer journey map look like?
A typical layout has a header with the Journey goal. Under that we usually find key tasks, and the steps needed to complete those tasks.