Journey Mapping Overview 2016
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The document discusses the importance of journey mapping in enhancing customer experience (CX) by helping organizations understand and visualize their processes through the eyes of the customer. Storyminers, founded in 2002, specializes in improving performance through storytelling and service design, serving various industries with a focus on personalization and fitted solutions. The company has a broad partner ecosystem and works with notable clients to address evolving consumer expectations and technology advancements.
Journey Mapping Overview 2016
- 1. journey mapping putting your cx ideas in motion © 2016 Storyminers, Inc. Please ask before using.
- 2. first…just what is customer experience?
- 3. everything your brand does for customers — everything your business processes do to them = how the experience makes them feel
- 4. what can journey mapping do?
- 5. establish a crystal-clear vision for the future engage employees get everyone on the same page delight customers explore options before deciding streamline service deliveryreduce effort
- 6. journey maps help you see your business… through your customers’ eyes
- 7. so, what does a journey map look like?
- 8. literal
- 9. conceptual
- 11. software
- 12. start now or plan ahead…
- 13. i want to see…show me!
- 14. wrap up
- 15. wrap up add partner tech walk-through photos show elements of ‘the wall’
- 28. wrap up
- 31. “great experiences breed great stories.”
- 32. wrap up Storyminers was founded in 2002 by Mike Wittenstein to help organizations improve their overall performance by improving their experiences. Storyminers has introduced many innovations that help businesses find their centers, find new revenue streams, and find their best-fit customers through storytelling and experience/service design. Storyminers has an extensive partner ecosystem composed of specialists in many creative disciplines: service/ tech/design companies, production/media/event companies and with similar firms to handle fluxes in work volume. Each partner adheres to a standard commercial code and also subscribes to Governing Principles which focus on non-commercial-but-important topics like partnering, outcomes, issue handling, learning, growth, etc. Storyminers has significant experience in retail, telecom, hospitality, and other service industries characterized by frequent contact between customers and employees, creeping consumer expectations, and ever-changing technology platforms. We are specialists in personalization and ‘fitted solutions’. Our clients include: Transitions, Clorox, PNC, Blackrock, Teleflora, Chick-fil-A, Ride.com, SOHO Hero, iPay Technologies, Piedmont Hospital, LeasePlan, PartnerTech, Habasit, and many others. +01 770.425.9830 | www.storyminers.com