Customer Journey Mapping

Do you understand all your customers touch points?

Interesting but many large companies do not have an overall view of all of their customer touch points.

I helped conduct a large project most recently for Travis Perkins – to give the Chief Executive an overall picture of processes and interactions from when customers were recruited, to how they interacted with branches, customer services, area sales managers, brand, direct marketing and accounts.

It was a real eye opener – but it helped spot communication opportunities and black holes, identify inconsistency of messaging and recognise lots of opportunities for improvement.

The whole exercise took over 2 months as I helped interview stakeholders and staff throughout the business, before presenting back a report and graphical customer journey map as summary.

‘I would certainly recommend Customer Journey Mapping as a first port of call for larger organisations who don’t already have this one world view.’

Tim Barber