“Customer experience mapping” isn’t a passing trend. It will be a must-have practice and process for businesses in 2022 if they want to stay competitive in the modern era.
But, first and foremost, what is a customer experience map?
It’s a visual timeline that depicts and analyses a customer’s entire relationship with a brand, including every behavior, interaction, and touchpoint across multiple channels. Customer experience (CX) maps go beyond a customer journey map, evaluating omnichannel experiences as well as internal processes and workflows to reveal who and what customers interact with, as well as pain points and instances of truth ripe for improvement and innovation.
How to Create a Customer Experience Map
Here are a few things to keep in mind as you create your own customer experience map:
- Make sure you don’t get stuck on the surface. Make sure you’re getting to the heart of the matter and attempting to pinpoint the source of any experience friction points or issues.
- Make sure you’re taking a multidisciplinary approach. It’s critical not to be boxed in by this way of thinking.
- Take more than just qualitative notes. Take a multi-faceted approach when dealing with customers. You want to be able to map your qualitative data to quantitative data in the end. Poor decision-making can be exacerbated by incomplete data.
- Don’t get too engrossed in the details. Get some fresh air and concentrate on the most important areas for improvement. It’s all about setting priorities. Many businesses attempt to solve or map everything when, in reality, you must challenge your data and ensure you have a complete picture while also prioritizing as you go.
The Bottom Line Customer experience mapping is all about connecting with your customers and deep understanding and empathizing with their needs and desires at the end of the day. You’ll set yourself up for unstoppable momentum if your company can prioritize solving customer problems as the world changes. To know more about how we can help you with holistically mapping your customer experience, call Cegura Technologies today!
