As Customer Experience Management topic occurs rather often in 2021 strategy plans, for the ones that still have doubts, let´s remind ourselves why the CJ mapping should not be omitted:

  1. It is the only way to see what our customers experience while contacting with our Touch points
  2. It reveals key pitfalls for customers that require our attention
  3. It gives us an insight how big or small these problems really are (because we can measure them)
  4. It gives us direction what to fix in order to improve our service
  5. It is a CALL FOR ACTION for both – employees and management that should not be ignored

So, before rethinking if you should perform CJ mapping because you already know what bothers your customers…remember, there´s no alternative to taking a walk in your customers´ shoes.

You might be surprised!