Customer journey mapping is the backbone for designing any customer experience programme.
“Acquiring a new customer can cost up to 5 times more than retaining a current customer and a 2% increase in customer retention can have the same effect on profits as cutting costs by 10%.”
“87% of all consumers will never go back to an organisation after a negative experience.”
Globally, customer journey mapping is considered to be the backbone of any customer experience programme and is the common thread that runs through nearly every activity that customer experience professionals perform, from customer understanding to designing and managing customer experience programmes.
|Understand all the elements that comprise customer experiences.|| Assess the performance of customer journeys.|| Design customer-centric experiences.|| Align employees and cultures to customer needs.|| Plan and manage customer experience programmes.||Inform the broader business agenda.|