SMS Research Advisors

Learn how Journey Mapping can help you attract and retain more customers

Special invitation: I’m excited to announce that I’ll be giving another Journey Mapping presentation on February 8 in St. Paul, sponsored by Performance Excellence Network. I hope that you will attend! Click here for details.

A few months ago, I had the pleasure to speak about Journey Mapping during a breakfast discussion sponsored by the Performance Excellence Network. The attendees had many good questions and comments, which prompted me to share this video of the presentation on our blog.

What is a journey map?

A customer journey map is a visual representation of the journey a customer has with your brand, products, services and people. It includes multiple touchpoints from the customer’s point of view, such as:

  • Key moments and evaluation points in the process
  • Positive and negative components of the experience
  • Attitudes and emotions that may come into play

Why is journey mapping important?

Most customers don’t want to be dazzled; they just want an effortless experience. In this video, I share some eye-opening statistics, including:

  • Each year, poor customer experiences result in an estimated $83 billion loss by U.S. enterprises via defections and abandoned purchases.
  • 86% of consumers indicate that they will pay more for a better customer experience.

Several attendees commented that they will use what they learned to help achieve their 2017 sales goals. No doubt others are paying closer attention to – and learning from – the journey mapping principles during the start of this new year.

Use my presentation as your guide to help you develop a journey map for your own customers’ experience. This will help you start to view your organization and its process through their eyes. However, there’s a lot more to journey mapping than I could squeeze into this presentation. I’d love to share more and help you improve your customer experience to better attract and retain more customers throughout 2017. Call me at 952-939- 4310 or click here to contact us or sign up for my newsletter.

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