Question 1

How does customer journey mapping help us understand customer behavior?

Accepted Answer

Each touchpoint on your customer journey map highlights what your customers think, feel, and do, showing you pain points and delights. You’ll understand how their behaviors, thoughts, and needs intersect with your business – and what you can do to make their journey smoother and more profitable.

Question 2

What’s the ROI for customer journey mapping?

Accepted Answer

Visualizing the customer experience has a positive return, but the exact amount will depend on you. A customer journey map helps you visualize what each group of customers needs at a certain point in their relationship with your company. It helps you build empathy and find areas for improvement.

Question 3

How much impact does mapping the customer journey really have?

Accepted Answer

Companies that invest in a formal customer journey management program report a 13% increase in revenue from customer referrals. They also have a 9% higher return on marketing investments than companies that do not prioritize customer journey mapping. (Source: Aberdeen Group).

Question 4

What does my organization get from the customer journey mapping process?

Accepted Answer

After you finalize a customer journey map, you’ll have a visual representation of the entire customer experience for that activity – from initial awareness to post-purchase interactions.

Question 5

What will happen after I map a customer journey?

Accepted Answer

You’ll have an important tool to help you illuminate what’s going on in a specific area of your business and will find answers to many common questions (i.e., How can we improve checkout?) Once your customer journey map surfaces gaps and opportunities, you can decide how to act on this information.

Question 6

Can customer journey mapping be applied to different industries?

Accepted Answer

Yes! Customer journey mapping can be applied anywhere humans interact with other humans (or digital interfaces). CX by Design has created journey maps for partners in various industries, including insurance, healthcare, and retail. While the content of the maps will vary, the process doesn't change.

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