Customer journey mapping is a hot topic in the world of customer experience (CX). It is a powerful tool that enables companies to monitor the many customer touchpoints within their organisation, while continuously improving processes and developing a world-class customer experience.
Even though it seems like a relatively new concept, the reality is that we have been following customer journeys for centuries without really knowing it. Take the local tailor in a small rural town for instance; the tailor would stand out on the street calling customers into the store, he/she would then help customers to choose the perfect outfit, would wish them well as they leave the store and would provide personalized customer service if any issues arose.
The difference nowadays is that not only are we aware of the customer journey, we also have the technology and tools needed to map that journey, continuously monitor each touchpoint with feedback and immediately implement changes based on real data.