Question
A company that could significantly benefit from using Customer Journey Maps is Amazon. Amazon has a diverse range of products and services, and understanding the customer journey for each of these can help improve customer experience and increase sales. For instance, if Amazon finds that customers often abandon their shopping carts before checking out, they could use this information to streamline the checkout process, offer incentives to complete the purchase, or provide more information about the products in the cart. Similarly, if they find that customers often return products due to lack of information, they could improve their product descriptions or provide better customer support.
This question was asked on:
Your customer journey map should touch on nearly every part of your business and highlight all of the resources that go into developing the customer experience. It is crucial to take inventory of the resources you have and the ones you'll need to improve the customer's journey. "For example, maybe your map highlights some flaws in your customer service offer and you notice that your team doesn't have the tools they need to properly follow up with customers after a service interaction. Using your map, you can advise management to invest in customer service tools that will help your team manage customer demand," Agius says.
Receive new free presentations every Monday to your inbox.
Full content, complete versions — No credit card required.
