In this episode, I discuss the importance of customer journey mapping and how you can use it to break down silos and unite your leadership team.
Renee Cacchillo of Safelite talks to me about leadership accountability, using data properly, road mapping, and caring about your people.
The Smithsonian is a series of 19 museums, all with different focal points. How do customers (guests) move through that experience seamlessly? Samir Bitar has been working on aspects of that question for a decade. I talk to him about guiding the work properly.
The exercise of creating a customer journey map provides the framework for creating a seamless customer experience. This structure enables you to build the reliable delivery of answers to customers’ questions that will improve their lives.
Zipcar facilitates understanding the entire customer journey with a one-page eco-system map (versus the silo-based journeys that are really internal processes that each silo calls a “journey.”)
The customer journey map offers a new starting point for the CX work of the organization. Instead of starting with the silos, you are starting with your customers’ lives. Companies that transform how they grow do so because they think about the customers at the end of their decisions. Their intent is to “earn the right” to grow by improving their customers’ lives.