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A Service Blueprint customer journey map differs from other types in that it focuses on the factors responsible for delivering customer experience, such as people, policies, technology, and processes. Unlike Current State, Day in the Life, or Future State maps, which focus on the actions, thoughts, and emotions of customers, a Service Blueprint map is more concerned with the behind-the-scenes elements that contribute to the customer experience.
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Current State – these customer journey maps are the most commonly used. They provide insights into the actions, thoughts and emotions that customers currently experience when they interact with a brand. Day in the Life – these customer journey maps provide insights into the actions, thoughts and emotions your customers currently experience in all the activities in which they partake on a daily basis, whether or not they are related to your brand. Future State – these customer journey maps visualize what you assume the actions, thoughts and emotions your customers will be in the future when they interact with your brand. Service Blueprint – these customer journey maps are a less fancy version of one of Current State, Day in the Life or Future State maps. They deal with the factors responsible for delivering customer experience, such as people, policies, tech and processes.
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Optimize revenue from your leads with our Customer Journey Maps presentation. Use this deck to draw out and visualize complex customer experiences and...
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