Key takeaways:
Customer journey mapping offers a solution to improve government service delivery by empathizing with citizens.
Agencies gain insights to address specific pain points, enhancing accessibility and streamlining processes.
Interventions like...
Key takeaways:
When considering tools for customer journey mapping, spreadsheets like Excel or Google Sheets are an option.
Using spreadsheets for CJM involves organizing touchpoints and details in rows and columns,...
Key takeaways:
CJMs provide CEOs with insight into marketing activities and KPIs for strategic evaluation.
Improved collaboration between departments is facilitated by sharing CJMs, reducing communication barriers.
CJMs serve as a knowledge...
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1985: Ron Zemke and Don Peppers initiate customer journey mapping to address service issues at a telephone company, focusing on emotions and pain points.
1998: OxfordSM uses journey mapping...
Key takeaways:
Specialized customer journey mapping (CJM) tools are essential for efficient and effective mapping.
Diagramming and whiteboard tools lack crucial CJM features and structure, leading to inefficiencies.
Using DAWTs for CJM...
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Maintain consistent structure in touchpoints for clarity and usability.
Include relevant data and metrics to provide a comprehensive view of activity performance.
Organize activities into clear phases to facilitate understanding...
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Drag-and-drop feature for easy editing and rearrangement of touchpoints.
Integration with various online tools for real-time data and KPI tracking.
Detailed persona description with a grading system for better customization.
Informative...
Key takeaways:
Crafting CJMs can be overwhelming due to intricate interactions and variables.
Marketers struggle with managing and integrating abundant data from various sources.
Continuous updates and maintenance are challenging due to...