customer journey mapping

How do you identify, measure, and resolve painpoints and difficulties that your customers experience when they are trying to do some job with your products?

What are the Four Moments of Truth? And do they fit into experience design?

Guest posst by Mikkel Korntved, Loyalty Group

Customer Journey Mapping (CJM) is trending, and many companies want their own - And rightfully so! Yet, is mapping the Customer Journey solely the way to create better Customer Experiences and increased loyalty?

Knowledge@Wharton and Dell Digital Business Services have got together to publish an excellent analysis showing the importance of customer journey mapping,

This is a summary of the thinking and this is the detailed report.

If you and I communicated recently (say, last 1-2 years) in any way – talked, emailed, came to a panel or keynote of mine, or are just lucky enough to be my client – you know how much I — er, “love” customer journey mapping (CJM).