If you\u2019re in charge of customer experience (CX) at your organisation, you\u2019ll know how important it is to take a walk in your customers\u2019 shoes. But, do you know the true impact of visualising customer interactions? Brands who understand their customers\u2019 journey stand out in the marketplace. Pearl-Plaza\u2019s global research found that organisations who have developed their customer journey map and understand experiences across these journeys reach the highest level of customer experience maturity. And, mature programs are aligned with outstanding business results. <\/p>\n\n\n\n
Mature businesses experience: <\/p>\n\n\n\n
At Pearl-Plaza, we believe experiences\u2014the culmination of moments filled with emotions, judgments, learnings, and much, much more\u2014shape the world we live in. And with every moment, there is an opportunity to make a positive impact; to leave a mark. <\/p>\n\n\n\n
When you look at the world through your customers\u2019 eyes, you\u2019ve started along a process called \u201ccustomer journey mapping.<\/a>\u201d This process involves walking in the shoes of a typical customer as they discover your brand, interact with your products, and services, and decide if they\u2019ll stay or switch to your competitor. Along their journey, there will be multiple opportunities to engage with them and deliver exceptional experiences. It\u2019s time to understand\u2014and own\u2014the moments that matter to your customer.<\/p>\n\n\n\n Customer journey mapping is a proven way to understand why people do what they do and what emotions drive them. With a customer journey framework, your business can take informed action to solve problems, provide a truly differentiated experience, and drive value for your customers, employees and business. <\/p>\n\n\n\n Customer Journey Mapping is a flexible consulting engagement for organisations seeking more complete, accurate insights into what their customers really feel, perceive, and experience. It includes resources, expertise, and documentation\u2014including detailed visual representations of the complete customer journey\u2014to identify hidden moments that matter, and close the gap between internal CX perceptions and customer realities. At Pearl-Plaza, we have in-house consultants who take on the challenge with you. <\/p>\n\n\n\n Interested in learning more about customer journey mapping? This eBook \u201cFive Steps to Uncovering the Real Customer Experience Journey,\u201d breaks down the strategies you need to build, act on, and evolve your customer journey map. Read it here<\/a>!<\/em><\/p>\n","protected":false},"excerpt":{"rendered":" If you\u2019re in charge of customer experience (CX) at your organisation, you\u2019ll know how important it is to take a walk in your customers\u2019 shoes. But, do you know the true impact of visualising customer interactions? Brands who understand their customers\u2019 journey stand out in the marketplace. Pearl-Plaza\u2019s global research found that organisations who have Read more…<\/a><\/p>\n","protected":false},"author":30,"featured_media":23385,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[152],"tags":[545,447],"industry":[546],"class_list":["post-23384","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-customer-journey-map","tag-cx-trends","industry-all"],"acf":[],"_links":{"self":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts\/23384","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/users\/30"}],"replies":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/comments?post=23384"}],"version-history":[{"count":0,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/posts\/23384\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/media\/23385"}],"wp:attachment":[{"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/media?parent=23384"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/categories?post=23384"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/tags?post=23384"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/inmoment.com\/wp-json\/wp\/v2\/industry?post=23384"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}Why Does Customer Journey Mapping Matter?<\/strong><\/h3>\n\n\n\n
How Can I Get My Hands on a Customer Journey Map Template?<\/strong><\/h3>\n\n\n\n