- Basic gig: one customer touch point
- Extra gigs include more touch points, 3 or 6
- Custom offer: detailed map of one or more touch points, including customer actions, thoughts, feelings and experience to be discussed
Customer Journey Mapping (CJM) is simply one of the most powerful tools a company can use to identify root causes of customer issues, uncover opportunities to delight customers, and transform how you do business.
CJM scrutinize all of the little details that create customer experiences, to ferret out problems and break-downs, as well as to find unmet needs and opportunities to delight. Journey maps help to fix bad experiences, and make good experiences great.
Companies spend a lot of time
and money trying to create experiences that provide a differentiated and highly
valued product or service. But they often approach the subject with an internal
point-of-view and create experiences that they think customers will like
instead of what customers might actually need.