Customer journey map - Template

This customer journey map template was designed on the base of customer journey mapping diagram from the UK Government Communication Service (GCS) website. [gcs.civilservice.gov.uk/wp-content/uploads/2015/09/https-gcn.civilservice...ney-mapping-diagram.pdf] "A customer journey map is a way to describe all the experiences a customer has with your organisation and the emotional responses they provoke - from their first impression of your building, to speaking to staff or receiving a service. ... Customer journey mapping is a particularly useful tool to help identify the customer's interaction with your organisation, their thought processes and reactions to you, which can reveal opportunities for improvement and innovation in the customer's experience. ... Customer journey mapping can help to identify how the customer is treated during each contact and how the customer feels towards your organisation at the end of the experience. This information can then be used to aid your management decision-making. It is a key tool to help understand how the public experiences the delivery of services, especially in terms of identifying 'moments of truth'. These are the critical points when activities or initiatives are most likely to succeed or fail. In summary, customer journey mapping is a strategic tool to ensure every interaction a customer has with your organisation is as positive as it can be." [gcs.civilservice.gov.uk/wp-content/uploads/2015/09/https-gcn.civilservice...ney-mapping-diagram.pdf] Use this CJM template for customer journey mapping with ConceptDraw DIAGRAM software. The CJM template "Customer journey map" is included in Customer Journey Mapping solution from Marketing area of ConceptDraw Solution Park.