‘How to Operationalize Your Customer Journey Map’ – MarketingProfs
Laura Patterson says, “You know that developing a customer journey map is vital in today’s customer-centric world, but let’s revisit what a customer journey map really means for your business.
It means that you understand your customers’ interactions with your business. It means you know their preferred touchpoints and channels across the entire experience, from first contact through usage to potential repurchase or a new purchase.
It means that you can clearly depict, from a customer-centric perspective, the steps your customers take when engaging with your company.
Clearly, developing a customer journey map is beneficial to your business. So you do the work. Yousuccessfully complete your customer journey map. Congratulations!
But how do you ensure that all of your work in mapping the customer journey will be properly implemented within your organization? You make the construct of your map’s intangible attributes come to life through operationalization”.
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