Customer Experience – Customer Journey Mapping
Title of the activity – Customer Experience – Customer Journey Mapping
Term of the activity – Spring 2022
Name of sponsoring organization – LinkedIn
Details of the activity (e.g., where, when) – https://www.linkedin.com/learning/customer-experience-journey-mapping/
What you learned
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Define the scope of your customer journey first. Easy to get side-tracked.
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It’s best to define your customer personas before starting the work to map the journey. Get to know them to build empathy and understanding.
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Focus on multiple channels that the customer may experience. Not just the one you may be assigned/focused on to get a more complete picture of what they’re experiencing.
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“Thinking, Feeling, Doing” – Ask users what they’re thinking as they’re interacting as well as what they’re feeling. Then encourage them to explain what they’re doing while they’re doing it for clarity on their actions.
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Identify metrics that can be used to measure customer impact before starting the journey, and then use those metrics to track (test) the effectiveness of changes that result from the mapping.
How the activity relates to coursework or your career goals
- Understanding how to measure customer experience and identify touchpoints, can help me develop a better customer experience internally (employees) to my organization as well as externally (customers). This helps in career development to gain buy-in for projects that I’m working on as well as improving NPS scores.