Customer Journey and Experience Mapping: a collection of templates and examples
Recently, I followed a great 4 months course about customer journey and experience mapping. Although I cannot share these slide decks, I will write down a few take aways and I decided to just browse the internet, collect templates about customer journey management and share them here. Customer journey and experience managenent, will get increasingly more important for brands to attract and to keep customers. There is a declining trend in transactions for ordering at all those "mini" brandend webshops. People more and more directly at marketplaces and platforms like Alibaba, Amazon ( in depth video ), WeChat, FB messenger, Instagram, Google Shopping. Most brands will have less and less control on their purchasing channels. In this video for example the impact of voice search at Amazon is demonstrated. Amazon will decide which products it will offer to it's customers, even more so then is the case at this moment. So how to create an excellent customer journey and exper...