Learnings and tools for customer experience design
Journey Mapping

7 reasons to use journey maps

2. March 2017

7 reasons to use journey maps

These slides will help you out with arguments if you want to convince your team that you really should start journey mapping.

There are many reasons why journey mapping is a great way to enhance your customers’ experience. Once you have tracked the pain points, potential room for innovation may be unveiled. We hope this article helps you to convince your team members or your peers!

Using journey maps can help you bring teams or even whole organizations together. It might help to create a universal goal for all departments, so every employee can grasp the overall aim and work towards it.

The process of journey mapping also offers you a competitive advantage, since your employees need to discuss your customers’ experiences, can empathize with their needs and therefore improve the service. It already is important, but in the future this will be the determining factor why customers prefer your product over all the others.

A consistently positive customer experience will increase revenues for your company because of customer loyalty and word-of-mouth.

Zooming out on your perspective, i.e. your company’s, makes it easier to gain a new perspective. Different points of view enable you to “step into your customer’s/stakeholder’s/employee’s shoes”.

Gain insights into why something is going wrong. The knowledge through metrics THAT something is not right is not enough, you need to find the cause for it.

The method of customer journey mapping lets you know how your customer’s experience is, this knowledge is powerful when it comes to improving your service. Customers trust word-of-mouth much more than ads or commercials.

Our last point is that customers are willing to pay for a better customer service. Happy customers make happy employees, and so on.

Making your organization more customer-centric is an upwards-loop that will eventually increase your revenues exponentially.

Katharina takes care of marketing and communications at More than Metrics. With her background in business and psychology she loves both logical as well as empathic thinking.
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