Customer Marketer Group Therapy #10 - Customer Journey Mapping and all the challenges that come along with them (and how to create successful ones) - Shared screen with speaker view
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Can you each talk about what a journey map is? What are the components of one?
We have a Customer Success Plan in place to handle the initial and ongoing delivery of value to our Customers, I'm interested in Journey Mapping at the contact level. Do your programs go into details of the different types of contact you're engaged with @Jade and @Quinn and the different journeys they take across your digital / IRL ecosystem?
As a customer marketer being tasked with building customer journey maps, where do I start?
Jennifer de Regt
Was just about to ask that! Would love to know when to layer technology into mapping if just starting out on this task.
Adding to Jeff’s question, is there a step by step guide/template that you use to put or start a customer journey map? Thanks.
*put to use
What was the name of that Quinn?
Tiffany - I love these templates - https://www.userinterviews.com/blog/best-customer-journey-map-templates-examples
Solid templates to reflect “your” situation
Thank you Quinn!
Jennifer de Regt
Thanks Jade for the info!
Miro is great!
Jade.. good point. Success is not the act of mapping out the customer journey. Success is taking action on the insight provided by developing/ understanding the customer's journey map and seeing results from it
An ugly version but usable version I have used is Lucid. Mural is also a solid “newer” one.
beyond listening to customer support input, do you involve customers in co-creation of journey maps?
"Win or Learn"
Jeff, YES! Involving customers in mapping out the journey is a must. 1) using their data 2) finding your promoters and asking them what feedback they have. We have a thing called the UserIQ lab and regularly power users and other users will give us feedback on their journey… it’s almost therapy for our customers, we listen and then act based on what they are sharing with us.
I WAS lurking Quinn....
Awww thank you! We so appreciate it, we work really hard at that.
Yes! Y’all can find me at aly.merritt@SalesLoft.com
Great stuff everyone, thank you!!
Really enjoyed it, thanks Jade and Quinn!
Thanks all, some great insight and examples
Thanks everyone, great session!