Customer experience mapping is exploding in popularity as companies attend to understand how customers interact with brands. This is a good thing, but the customer experience mapping has led to some confusion.
The reason for this confusion is the many point of views from which we can look at customer experience mapping – from a customer lifespan that’s usually measured in decades, to a micro-examination of customer moment, usually measured in seconds.
The mapping process has to take into account many points of view, and offer a variety of potential interactions that cover both the micro and the macro level.
This infographic by Lenati says it all, and offers 4 core ideas that can be implemented to enhance the customer experience.