Beyond delighting the customer, when done well, the practice of customer journey mapping can also have an impact on teams’ motivation and promote a more customer-centric company culture. This chapter outlines the many benefits offered by customer journey mapping, so that marketers can start making a business case. The chapter covers:
- Business opportunities: With customer journey mapping, it is possible to identify new revenue opportunities, and reverse loss of revenue.
- Improved customer experience: A deeper understanding of the customer afforded by mapping their journey creates opportunities to delight them at every touchpoint.
- Greater team alignment and performance: The very practice of customer journey mapping, as a collaborative practice, can promote team cohesion and performance.
What other benefits does customer journey mapping offer organisations?