From the course: Customer Experience: Journey Mapping
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Define the scope of your customer journey map
From the course: Customer Experience: Journey Mapping
Define the scope of your customer journey map
- At a recent client training workshop, all about customer journey mapping. I asked what I assumed was a pretty simple question. What does your company sell? In a few short moments, I had a list on a whiteboard that included, and this is real, fire safety equipment, automatic light switches, conference room technology bundles, IT security consulting and gas turbines and on and on and on. So who is the customer and what do they want to buy? The short answer of course is, is it depends. It depends on which part of this enormous organization was interacting with the customer. It depends on if the customer is a business or an individual. It depends on the industry. It depends on the relationship. It depends. My point is companies and what they sell and who they sell to are complex. So trying to map out every customer journey at once simply won't work, there are too many products, situations, and customers to study.…
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