Customer Journey Mapping

At The Customer Framework (TCF) we are passionate about driving the organisation to think about its processes from the customers’ point of view; creating a clear, cross-organisational understanding of what happens to customers at each step of their experience. This enables an organisation to enhance each of the critical ‘touchpoints’ to optimise value generating opportunities.

Merely by getting staff and managers to think through all the actions and emotions that customers may be having acts as an impactful planning and engagement exercise.

TCF’s experience clearly shows that it is best to concentrate Customer Journey Mapping on the set of journeys that represent 90% of the interactions that happen with 90% of customers extending where necessary to take in critical touchpoints.

The output is a highly visual document that is then often seen on the office walls, at all levels, around the organisation.