Attention all businesses and professionals!
Are you tired of guesswork and trial-and-error when it comes to understanding your customers′ needs and preferences? Look no further, because our Customer Journey Mapping and Voice of the Customer Knowledge Base is here to revolutionize the way you gather and analyze customer insights.
Our data set consists of 1554 prioritized requirements, solutions, benefits, results, and real-life case studies to help you fully understand the customer journey.
No more wasting time and resources on irrelevant questions – our knowledge base contains the most important questions to ask based on urgency and scope.
Why choose our Customer Journey Mapping and Voice of the Customer Knowledge Base over other competitors and alternatives? Simple – our database is specifically designed for professionals like you, with a focus on providing actionable insights and strategies.
No more sifting through endless amounts of information, our categorized and detailed dataset will save you time and effort.
But that′s not all, our product is affordable and easy to use, perfect for DIY market research.
You don′t need to hire expensive consultants – with our knowledge base, you can do it yourself and still achieve accurate and valuable results.
Still not convinced? Let′s talk about the benefits of using our Customer Journey Mapping and Voice of the Customer dataset.
By understanding your customers′ journey, you can improve their experience, increase satisfaction, and ultimately drive business growth.
With our research-based insights, you can also identify pain points and opportunities for improvement, making your business more competitive in the market.
Speaking of research, our Customer Journey Mapping and Voice of the Customer dataset is backed by thorough research and analysis.
You can trust the accuracy and reliability of our data, giving you peace of mind in your decision-making process.
Don′t let your competitors have the upper hand – invest in understanding your customers and their journey with our Customer Journey Mapping and Voice of the Customer Knowledge Base.
Our product is not just for big businesses, it is suitable for businesses of all sizes and budgets.
And let′s not forget, our data set also comes with a detailed breakdown of the pros and cons, as well as a description of what our product does, so you know exactly what to expect.
So why wait? Get ahead of the game and stay ahead with our Customer Journey Mapping and Voice of the Customer Knowledge Base.
Your customers will thank you, and your business will thrive.
What steps in the customer journeys you offer are most valuable to your organization? Does your strategic planning process balance perceived value to customers with value to your organization? How often does your organization review and update journey related EMAIL CAMPAIGNS?
Customer Journey Mapping
Customer journey mapping is a process of identifying and analyzing the steps that customers take when engaging with a company′s products or services. It helps to determine which steps are most valuable to the organization in terms of customer satisfaction, retention, and business success.
1. Identify touchpoints along the customer journey to optimize interactions and improve customer experience.
(More efficient use of resources and increased customer satisfaction. )
2. Implement customer feedback loops to gather insights and improve upon key touchpoints.
(Continuous improvement and better understanding of customer needs. )
3. Use customer journey mapping to identify pain points and address them proactively.
(Increased customer retention and loyalty. )
4. Utilize customer data and feedback to personalize the customer journey and make it more relevant.
(Improved customer satisfaction and brand loyalty. )
5. Collaborate with different departments to map out the entire customer journey and ensure consistency across touchpoints.
(Enhanced cross-functional alignment and improved customer experience. )
6. Monitor and measure key performance indicators (KPIs) at each touchpoint to track progress and identify areas for improvement.
(Visible ROI and optimization of resources. )
7. Incorporate customer journey mapping into training programs to ensure a customer-centric approach among employees.
(More consistent and positive customer interactions. )
8. Regularly review and update customer journey maps to stay current with changes in customer behavior and needs.
(Continuous improvement and adaptability to changing customer expectations. )
9. Share customer journey maps with stakeholders to increase understanding and alignment across the organization.
(Improved communication and collaboration. )
10. Use insights from customer journey mapping to inform decision-making and prioritize investments in customer experience.
(Increased efficiency and customer satisfaction. )
CONTROL QUESTION: What steps in the customer journeys you offer are most valuable to the organization?
Big Hairy Audacious Goal (BHAG) for 10 years from now:
The big hairy audacious goal for Customer Journey Mapping 10 years from now is to become the leading industry authority on CX (customer experience) strategy and insights, leveraging cutting-edge technology and data-driven approaches. Our aim is to revolutionize the way organizations approach customer journeys and ultimately drive unparalleled value for both customers and the organization.
To achieve this goal, we will focus on identifying and optimizing the most valuable steps in the customer journey for each organization. We will use advanced analytics and AI technology to gain deep insights into customer behavior and preferences, allowing us to segment and personalize the customer journey in unprecedented ways.
We will work closely with our clients to develop a comprehensive understanding of their target audience and create tailored customer journeys that align with their business goals. This will involve collaborating with cross-functional teams, including marketing, sales, customer service, and product development, to ensure a seamless and consistent experience at every touchpoint.
Our ultimate goal is to help organizations not only understand the customer journey but also proactively anticipate and address pain points, improve customer satisfaction, and increase customer lifetime value. By doing so, we will drive competitive advantage and long-term growth for our clients.
Through our thought leadership, innovative methodologies, and constant evolution, we will set the standard for customer journey mapping and inspire a global movement towards customer-centricity. In 10 years, we envision our company as a trusted partner and trailblazer in the CX space, setting the stage for continued success and impact on both the customer and the organization.
"The quality of the prioritized recommendations in this dataset is exceptional. It`s evident that a lot of thought and expertise went into curating it. A must-have for anyone looking to optimize their processes!"
Case Study: Customer Journey Mapping for XYZ Corporation
Synopsis of Client Situation:
XYZ Corporation is a global retail company with a wide range of products catering to various customer segments. The company has been in business for over 50 years and has a strong presence in both brick and mortar stores as well as online platforms. Despite the company′s success, they have noticed a decline in customer loyalty and satisfaction. This has led them to understand the importance of implementing an effective customer journey mapping strategy to identify key touchpoints and improve the overall customer experience. The management team at XYZ Corporation has decided to partner with a consulting firm to conduct a thorough analysis of their customer journeys and provide recommendations to enhance their customer experience.
Consulting Methodology:
The consulting firm adopted a four-step methodology for conducting the customer journey mapping for XYZ Corporation:
1. Gathering Customer Data:
The first step involved collecting quantitative and qualitative data from various sources such as customer surveys, online reviews, customer service records, and sales data. A customer database was created, and all relevant information was sorted and categorized to gain a better understanding of customer behavior, preferences, and pain points.
2. Creating Customer Personas:
Based on the collected data, the consulting team developed customer personas – fictional representations of different customer segments. These personas included demographic and psychographic data, behavioral patterns, motivations, and goals. This approach helped in identifying the key needs and expectations of each customer segment and their journey while interacting with the company.
3. Mapping Customer Journeys:
Using the customer personas as a guide, the consulting team mapped out the various touchpoints and interactions that customers have with XYZ Corporation throughout their journey. This included pre-purchase, purchase, and post-purchase stages. The team identified the critical moments of truth, where customers form an opinion about the company, and evaluated the existing experience at each touchpoint.
4. Recommendations and Implementation:
Based on the findings from the customer journey mapping, the consulting team provided recommendations for improving the customer experience at each touchpoint. These recommendations focused on streamlining processes, leveraging technology, and aligning messaging across various channels to provide a seamless and personalized customer experience. The team also provided a roadmap for implementing these recommendations and tracking their success.
Deliverables:
- Comprehensive customer database with relevant data points
- Detailed customer personas
- Customer journey maps for each persona
- Recommendations for improving the customer experience at critical touchpoints
- Implementation roadmap
Implementation Challenges:
The implementation of the recommendations provided by the consulting firm was not without its challenges. Some of the key challenges faced by XYZ Corporation during the implementation phase were:
1. Resistance to Change:
One of the major challenges was convincing employees and stakeholders to adopt the recommended changes. This was mainly due to the company′s long-standing processes and culture, which were deeply ingrained in the organization.
2. Technological Limitations:
Implementing some of the recommended changes required significant technological advancements. This posed a challenge as it required a considerable investment of time and resources.
3. Integration of Processes:
The company had multiple departments handling different touchpoints, which sometimes caused confusion and inconsistencies in the customer experience. Integrating these processes and aligning them to provide a seamless customer journey was a major challenge.
KPIs:
1. Net Promoter Score (NPS):
NPS is a widely used metric to measure customer satisfaction and loyalty. By conducting regular NPS surveys, XYZ Corporation can track the impact of the implemented changes on customer satisfaction and loyalty.
2. Customer Churn Rate:
Customer churn rate measures the percentage of customers who have stopped their association with the company. By monitoring this KPI, the management can assess the effectiveness of the changes on retaining customers.
3. Customer Lifetime Value (CLTV):
CLTV measures the total revenue generated by a customer throughout their lifetime with the company. By tracking this KPI, the management can determine if the implemented changes have resulted in an increase in customer value.
Management Considerations:
1. Continuous Monitoring:
Customer journey mapping is an ongoing process, and it is essential to continuously monitor and update the maps to stay aligned with the changing customer needs and preferences. The management should make this a regular practice to ensure a proactive approach towards meeting customer expectations.
2. Employee Engagement:
Incorporating employee feedback while implementing changes is crucial for a successful customer journey mapping strategy. The management should communicate the reason behind the changes and involve employees in the process to gain their buy-in and support.
3. Leveraging Technology:
Leveraging technology is key to providing a seamless and personalized customer experience. The management should continuously assess and invest in technology solutions that can enhance the customer journey.
Conclusion:
In conclusion, implementing a customer journey mapping strategy has proved to be valuable for XYZ Corporation. By understanding the customer′s needs and expectations at each touchpoint, the company was able to identify areas for improvement and provide a consistent and personalized experience. The indicators show a significant improvement in customer satisfaction and loyalty, ultimately leading to increased revenue and profitability for the organization. The continued investment in understanding and improving the customer journey will enable XYZ Corporation to maintain a competitive advantage and sustain its success in the long run.
Citations:
- Anderson, J. C., & Narus, J. A. (2004). Business market management: Understanding, creating, and delivering value. Pearson Education India.
- Lemke, F., Clark, M., & Wilson, H. (2011). Customer experience quality: an exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39(6), 846-869.
- Rao, R. (2017). How to Get Better at Pulling Together Customer Journey Maps. Gartner, Rersearch Note G00328742.
- Sequeira, S., Palacios-Muñoz, J., & Kelly, P. (2018). From Touchpoints to Journeys: Seeing the World as Customers Do. McKinsey & Company.
- Thinkjar. (2018). How customer journey mapping helps create a great customer experience. Retrieved from https://www.thinkjarcollective.com/customer-journey-mapping-customer-experience/.
Are you tired of guesswork and trial-and-error when it comes to understanding your customers′ needs and preferences? Look no further, because our Customer Journey Mapping and Voice of the Customer Knowledge Base is here to revolutionize the way you gather and analyze customer insights.
Our data set consists of 1554 prioritized requirements, solutions, benefits, results, and real-life case studies to help you fully understand the customer journey.
No more wasting time and resources on irrelevant questions – our knowledge base contains the most important questions to ask based on urgency and scope.
Why choose our Customer Journey Mapping and Voice of the Customer Knowledge Base over other competitors and alternatives? Simple – our database is specifically designed for professionals like you, with a focus on providing actionable insights and strategies.
No more sifting through endless amounts of information, our categorized and detailed dataset will save you time and effort.
But that′s not all, our product is affordable and easy to use, perfect for DIY market research.
You don′t need to hire expensive consultants – with our knowledge base, you can do it yourself and still achieve accurate and valuable results.
Still not convinced? Let′s talk about the benefits of using our Customer Journey Mapping and Voice of the Customer dataset.
By understanding your customers′ journey, you can improve their experience, increase satisfaction, and ultimately drive business growth.
With our research-based insights, you can also identify pain points and opportunities for improvement, making your business more competitive in the market.
Speaking of research, our Customer Journey Mapping and Voice of the Customer dataset is backed by thorough research and analysis.
You can trust the accuracy and reliability of our data, giving you peace of mind in your decision-making process.
Don′t let your competitors have the upper hand – invest in understanding your customers and their journey with our Customer Journey Mapping and Voice of the Customer Knowledge Base.
Our product is not just for big businesses, it is suitable for businesses of all sizes and budgets.
And let′s not forget, our data set also comes with a detailed breakdown of the pros and cons, as well as a description of what our product does, so you know exactly what to expect.
So why wait? Get ahead of the game and stay ahead with our Customer Journey Mapping and Voice of the Customer Knowledge Base.
Your customers will thank you, and your business will thrive.
Discover Insights, Make Informed Decisions, and Stay Ahead of the Curve:
Key Features:
Comprehensive set of 1554 prioritized Customer Journey Mapping requirements. - Extensive coverage of 165 Customer Journey Mapping topic scopes.
- In-depth analysis of 165 Customer Journey Mapping step-by-step solutions, benefits, BHAGs.
- Detailed examination of 165 Customer Journey Mapping case studies and use cases.
- Digital download upon purchase.
- Enjoy lifetime document updates included with your purchase.
- Benefit from a fully editable and customizable Excel format.
- Trusted and utilized by over 10,000 organizations.
- Covering: Digital Marketing Strategies, Customer Behavior, Customer Preferences, Customer Touchpoints, Customer Success, Voice Recognition Technology, Customer Data, Voice Tone, Customer Satisfaction Measurement, Customer Support Channels, Data Governance, Customer Empathy, Customer Insights, Effective Communication, Real Time Customer Feedback, VOI inventory, Master Data Management, Opportunity Identification, Customer Ideas, Voice of the Customer, Customer Behavior Analysis, Customer Persona, Continuous Improvement, Customer Focus, Customer Centricity Measurement, Face To Face Networking, Team Strategy Development, Customer Support, Customer Intelligence, Persona In Voice, Customer Journey Mapping, Speech Recognition Systems, Customer Interaction, Customer Lifecycle, Customer Segmentation, Customer Emotions, Action Plan, Customer Analytics, Customer Sentiment Analysis, Customer Engagement, Security Controls Frameworks, Digital Channels, Customer Relationship Management, Unique Voice, Customer Retention Programs, Customer Service Standards, Expert Systems, Voice Search, Process Analytics Performance Metrics, Friendly Tone, Share Of Voice, Customer Retention, Customer Delight, Customer Challenges, Customer Churn Analysis, Commercialization Strategy, Pacing And Tone, Agile Workforce, Lively Tone, Lasting Relationships, Customer Satisfaction, Customer Journey Optimization, Net Promoter Score, Managerial Feedback, Customer Values, Customer Relationship, Customer Demand, Org Chart, Customer Metrics, Customer Concentration, Customer Centric Products, Dialogue Flow, Customer Experience Marketing, Customer Experience Mapping, Customer Support Strategy, Customer Preference Survey, Competitor customer satisfaction, Customer Involvement, Customer Centric Culture, Customer Touchpoint Analysis, Customer Loyalty, Creating Engagement, Customer Advocacy, Voice Of The Customer Program, Design for Manufacturability, Customer Storytelling, Employee Competence, Enhanced Customer Experience, Customer Advocacy Programs, Customer Success Measurement, Customer Listening, Creating Products, Customer Churn, Expert Insights, Customer Complaints Management, Powerful Voice, Creative Thinking, Customer Understanding, Influence Strategies, Customer Needs Analysis, Customer Retention Strategies, Customer Centricity, Customer Experience, Digital Assistants, Customer Communication, Customer Needs Assessment, Customer Feedback Analysis, Customer Service, Cultural Fit, Customer Impact, Custom Settings, Dialogue Delivery, Customer Reviews, Customer Engagement Strategies, Online Visibility, Customer Conversations, Customer Insights Analysis, Customer Complaints, Customer Motivation, Performance Reviews, Customer Insights Analytics, Business Process Redesign, Customer Education, Customer Satisfaction Survey, New Product Development Process, Customer Needs, Customer Experience Design, Customer Perception, Voice Search SEO, Adapt to Speed, Customer Engagement Measurement, IT Environment, Supplier Performance, Customer Journey, Customer Driven Innovation, Business Process Outsourcing, Customer Surveys, Customer Risk Management, Customer Feedback, Lean Management, Six Sigma, Continuous improvement Introduction, Voice Of Customer Analysis, Customer Wants, Customer Segmentation Analysis, Customer Focused Strategy, Emotional Impact, To Touch, Customer Frustrations, Customer Feelings, Management Systems, Entering New Markets, IoT Standards, VOI sales, Customer Sentiment, AI Rules, Supplier Satisfaction, Customer Expectations, Customer Feedback Surveys, Accurate Measuring, Regulatory Impact, Digital Marketing Campaigns, Customer Persona Development, Social Media Trends, Customer Pain Points, Industry Experts, Customer Communication Channels
Customer Journey Mapping Assessment Dataset - Utilization, Solutions, Advantages, BHAG (Big Hairy Audacious Goal):
Customer Journey Mapping
Customer journey mapping is a process of identifying and analyzing the steps that customers take when engaging with a company′s products or services. It helps to determine which steps are most valuable to the organization in terms of customer satisfaction, retention, and business success.
1. Identify touchpoints along the customer journey to optimize interactions and improve customer experience.
(More efficient use of resources and increased customer satisfaction. )
2. Implement customer feedback loops to gather insights and improve upon key touchpoints.
(Continuous improvement and better understanding of customer needs. )
3. Use customer journey mapping to identify pain points and address them proactively.
(Increased customer retention and loyalty. )
4. Utilize customer data and feedback to personalize the customer journey and make it more relevant.
(Improved customer satisfaction and brand loyalty. )
5. Collaborate with different departments to map out the entire customer journey and ensure consistency across touchpoints.
(Enhanced cross-functional alignment and improved customer experience. )
6. Monitor and measure key performance indicators (KPIs) at each touchpoint to track progress and identify areas for improvement.
(Visible ROI and optimization of resources. )
7. Incorporate customer journey mapping into training programs to ensure a customer-centric approach among employees.
(More consistent and positive customer interactions. )
8. Regularly review and update customer journey maps to stay current with changes in customer behavior and needs.
(Continuous improvement and adaptability to changing customer expectations. )
9. Share customer journey maps with stakeholders to increase understanding and alignment across the organization.
(Improved communication and collaboration. )
10. Use insights from customer journey mapping to inform decision-making and prioritize investments in customer experience.
(Increased efficiency and customer satisfaction. )
CONTROL QUESTION: What steps in the customer journeys you offer are most valuable to the organization?
Big Hairy Audacious Goal (BHAG) for 10 years from now:
The big hairy audacious goal for Customer Journey Mapping 10 years from now is to become the leading industry authority on CX (customer experience) strategy and insights, leveraging cutting-edge technology and data-driven approaches. Our aim is to revolutionize the way organizations approach customer journeys and ultimately drive unparalleled value for both customers and the organization.
To achieve this goal, we will focus on identifying and optimizing the most valuable steps in the customer journey for each organization. We will use advanced analytics and AI technology to gain deep insights into customer behavior and preferences, allowing us to segment and personalize the customer journey in unprecedented ways.
We will work closely with our clients to develop a comprehensive understanding of their target audience and create tailored customer journeys that align with their business goals. This will involve collaborating with cross-functional teams, including marketing, sales, customer service, and product development, to ensure a seamless and consistent experience at every touchpoint.
Our ultimate goal is to help organizations not only understand the customer journey but also proactively anticipate and address pain points, improve customer satisfaction, and increase customer lifetime value. By doing so, we will drive competitive advantage and long-term growth for our clients.
Through our thought leadership, innovative methodologies, and constant evolution, we will set the standard for customer journey mapping and inspire a global movement towards customer-centricity. In 10 years, we envision our company as a trusted partner and trailblazer in the CX space, setting the stage for continued success and impact on both the customer and the organization.
Customer Testimonials:
"The quality of the prioritized recommendations in this dataset is exceptional. It`s evident that a lot of thought and expertise went into curating it. A must-have for anyone looking to optimize their processes!"
"I can`t thank the creators of this dataset enough. The prioritized recommendations have streamlined my workflow, and the overall quality of the data is exceptional. A must-have resource for any analyst."
"I am thoroughly impressed by the quality of the prioritized recommendations in this dataset. It has made a significant impact on the efficiency of my work. Highly recommended for professionals in any field."
Customer Journey Mapping Case Study/Use Case example - How to use:
Case Study: Customer Journey Mapping for XYZ Corporation
Synopsis of Client Situation:
XYZ Corporation is a global retail company with a wide range of products catering to various customer segments. The company has been in business for over 50 years and has a strong presence in both brick and mortar stores as well as online platforms. Despite the company′s success, they have noticed a decline in customer loyalty and satisfaction. This has led them to understand the importance of implementing an effective customer journey mapping strategy to identify key touchpoints and improve the overall customer experience. The management team at XYZ Corporation has decided to partner with a consulting firm to conduct a thorough analysis of their customer journeys and provide recommendations to enhance their customer experience.
Consulting Methodology:
The consulting firm adopted a four-step methodology for conducting the customer journey mapping for XYZ Corporation:
1. Gathering Customer Data:
The first step involved collecting quantitative and qualitative data from various sources such as customer surveys, online reviews, customer service records, and sales data. A customer database was created, and all relevant information was sorted and categorized to gain a better understanding of customer behavior, preferences, and pain points.
2. Creating Customer Personas:
Based on the collected data, the consulting team developed customer personas – fictional representations of different customer segments. These personas included demographic and psychographic data, behavioral patterns, motivations, and goals. This approach helped in identifying the key needs and expectations of each customer segment and their journey while interacting with the company.
3. Mapping Customer Journeys:
Using the customer personas as a guide, the consulting team mapped out the various touchpoints and interactions that customers have with XYZ Corporation throughout their journey. This included pre-purchase, purchase, and post-purchase stages. The team identified the critical moments of truth, where customers form an opinion about the company, and evaluated the existing experience at each touchpoint.
4. Recommendations and Implementation:
Based on the findings from the customer journey mapping, the consulting team provided recommendations for improving the customer experience at each touchpoint. These recommendations focused on streamlining processes, leveraging technology, and aligning messaging across various channels to provide a seamless and personalized customer experience. The team also provided a roadmap for implementing these recommendations and tracking their success.
Deliverables:
- Comprehensive customer database with relevant data points
- Detailed customer personas
- Customer journey maps for each persona
- Recommendations for improving the customer experience at critical touchpoints
- Implementation roadmap
Implementation Challenges:
The implementation of the recommendations provided by the consulting firm was not without its challenges. Some of the key challenges faced by XYZ Corporation during the implementation phase were:
1. Resistance to Change:
One of the major challenges was convincing employees and stakeholders to adopt the recommended changes. This was mainly due to the company′s long-standing processes and culture, which were deeply ingrained in the organization.
2. Technological Limitations:
Implementing some of the recommended changes required significant technological advancements. This posed a challenge as it required a considerable investment of time and resources.
3. Integration of Processes:
The company had multiple departments handling different touchpoints, which sometimes caused confusion and inconsistencies in the customer experience. Integrating these processes and aligning them to provide a seamless customer journey was a major challenge.
KPIs:
1. Net Promoter Score (NPS):
NPS is a widely used metric to measure customer satisfaction and loyalty. By conducting regular NPS surveys, XYZ Corporation can track the impact of the implemented changes on customer satisfaction and loyalty.
2. Customer Churn Rate:
Customer churn rate measures the percentage of customers who have stopped their association with the company. By monitoring this KPI, the management can assess the effectiveness of the changes on retaining customers.
3. Customer Lifetime Value (CLTV):
CLTV measures the total revenue generated by a customer throughout their lifetime with the company. By tracking this KPI, the management can determine if the implemented changes have resulted in an increase in customer value.
Management Considerations:
1. Continuous Monitoring:
Customer journey mapping is an ongoing process, and it is essential to continuously monitor and update the maps to stay aligned with the changing customer needs and preferences. The management should make this a regular practice to ensure a proactive approach towards meeting customer expectations.
2. Employee Engagement:
Incorporating employee feedback while implementing changes is crucial for a successful customer journey mapping strategy. The management should communicate the reason behind the changes and involve employees in the process to gain their buy-in and support.
3. Leveraging Technology:
Leveraging technology is key to providing a seamless and personalized customer experience. The management should continuously assess and invest in technology solutions that can enhance the customer journey.
Conclusion:
In conclusion, implementing a customer journey mapping strategy has proved to be valuable for XYZ Corporation. By understanding the customer′s needs and expectations at each touchpoint, the company was able to identify areas for improvement and provide a consistent and personalized experience. The indicators show a significant improvement in customer satisfaction and loyalty, ultimately leading to increased revenue and profitability for the organization. The continued investment in understanding and improving the customer journey will enable XYZ Corporation to maintain a competitive advantage and sustain its success in the long run.
Citations:
- Anderson, J. C., & Narus, J. A. (2004). Business market management: Understanding, creating, and delivering value. Pearson Education India.
- Lemke, F., Clark, M., & Wilson, H. (2011). Customer experience quality: an exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39(6), 846-869.
- Rao, R. (2017). How to Get Better at Pulling Together Customer Journey Maps. Gartner, Rersearch Note G00328742.
- Sequeira, S., Palacios-Muñoz, J., & Kelly, P. (2018). From Touchpoints to Journeys: Seeing the World as Customers Do. McKinsey & Company.
- Thinkjar. (2018). How customer journey mapping helps create a great customer experience. Retrieved from https://www.thinkjarcollective.com/customer-journey-mapping-customer-experience/.
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