Faddy time again. Now don’t get me wrong we really do need to understand the customer, what
constitutes success and how we should play the game to win the triple crown consistently. What I don’t get with is this fascination with pretty diagrams full of fancy graphics and arrows purporting to be Customer Journey Maps.
Oh I know the top team were sold the idea by some new age consultancy who with religious zeal often get engaged to map our customer journeys across the enterprise. Swathes of people can get sucked into these workshops which then produce an output that certainly looks pretty, and may well be understood at a very abstract level.
Worst of it is the task then of actually integrating the CJM’s into the real business, the nuts and bolts of process, systems and people. And of course we typically discover the CJM guys don’t do that stuff, you need to engage an expert for that.
So how do we break this cycle of wasted money, exhausted resources and mislead top teams? How can we produce, from the get go, representations that talk to the top team, architects, process people, systems guys and people people? Is there a way to produce a unified picture that we can all relate to?
Let me share two short videos that I hope for you and many more shine some light into these very murky shadows.
And here are the direct links to view them on Youtube:)
Steves view on Customer Journey Mapping
And what is the best way to deploy Customer Journey Maps
Do you want to get in the picture?
Join us soon at a session in a city near you…
Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Amazons success
Certified Process Professional Masters & Champions (CPP-Master) Program
An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.