Increase Customer Loyalty with Customer Journey Mapping

Maps are essential for getting from point A to point B. They provide a visual representation of the route one needs to take as well as how to navigate along the way. Similarly, journey maps help business stakeholders define exactly what customers want and what the customer journey actually looks like. When done correctly, they can help businesses achieve their goals by revealing opportunities for improvement and optimization. In today’s episode, our guest, Jeannie Walters talks about journey mapping, what key elements are needed to map a digital first customer experience, and what business data are most beneficial to understanding the customer experience. Jeannie Walters is the CEO & Founder at Experience Investigator, a global customer experience consulting firm helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie was named one of the Huffington Post’s “Top 100 Most Social Customer Service Pros on Twitter," Tenfold’s “Top 40 Customer Success Influencers,” one of “The Top 5 Women Customer Experience Influencers” by CloudCherry. Her mission is “To Create Fewer Ruined Days for Customers™.”