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    • Mark S. Rosenbaum, Ph.D.

    Customer Journey Mapping

    Updated: Jun 23, 2019

    Imagine building a new home. Would you use a detailed plan? The answer is yes.

    Whenever businesses construct new products, they use detailed plans. So, why should designing a service organization be any different?

    A Customer Journey Map is a visual depiction of how a customer engages with a service organization from "before the service," "during the service," and "after the service."

    It's a map with time on the horizontal axis and with key planning elements, such as expectations, common failures, and recovery solutions along the vertical axis.

    The vertical axis is flexible and any service organization can plan every customer touchpoint that makes sense for the organization.

    For further information on the topic, please see:



    And, one of my favorite CJM tools, see https://canvanizer.com/new/customer-journey-canvas

    One tip, consider using CJM for human resources and show employees their roles based upon the customer experience.