journey mapping overview 2016
TRANSCRIPT
journey mapping putting your cx ideas in motion
© 2016 Storyminers, Inc. Please ask before using.
first…just what is customer experience?
everything your brand does for customers — everything your business processes do to them
= how the experience makes them feel
what can journey mapping do?
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
journey maps help you see your business… through your customers’ eyes
so, what does a journey map look like?
literal
conceptual
rela
ted
activ
ities
in
side
segm
ents
illustrated
software
start now or plan ahead…
i want to see…show me!
wrap up
wrap up
add partner tech walk-through photos
show elements of ‘the wall’
cons
ciou
s dec
isio
ns
mad
e be
twee
n st
ages
peop
le in
tera
ct
with
in e
ncoc
unte
rs!"
#$%
&'(
clue
s are
wha
t cu
stom
ers s
ense
and
em
ploy
ees d
eliv
er
3 types people, info, physical!
"
#
$
%
&
'
(
wrap up
“great experiences breed great stories.”
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