From the course: Customer Experience: Journey Mapping

Unlock the full course today

Join today to access over 22,700 courses taught by industry experts or purchase this course individually.

Bring data and metrics into your customer journey map

Bring data and metrics into your customer journey map

From the course: Customer Experience: Journey Mapping

Start my 1-month free trial

Bring data and metrics into your customer journey map

“

- Having a workshop with all the right people at your organization can be enlightening, but messy and full of opinions. How do you determine what's really going on? How do you balance what you think you know, and what your organization already knows? The answer, metrics, data, hard facts. Once your map is populated with actions, touchpoints, emotions, and more, you can review your data for alignment. These are points in the map that can be reinforced with data. For instance, let's say you and your journey mapping team have identified wait times as a problem. And let's say you have some consumer research sharing that the average length of time your customers are willing to wait is three minutes before they begin to feel ignored or neglected. This bit of data can help you create a better experience since you know customers are feeling okay about the wait until that three minute mark, you can determine a positive touch point…

Contents