Mapping the customer journey is a method used by InMyShoe that seeks to take care of the customer's overall experience. We look for customer needs throughout the customer journey and value chain. At the same time, we will set it up against the business model, the brand and the company's own possibilities to deliver differently, more, stronger and better. The result of the mapping can lead to many relevant measures.
80% of companies are thinking they are providing their customers with a great experience - and only 8% of customers agree. Delivering a great customer experience does not only mean making it easier and convenient for customers to access and use products and services, often using digital channels. It also means making sure that the products and services are relevant to the customer and meet their needs effectively.
By mapping the customer journey we organize and develop the most important touchpoints that will create good and coherent user experiences both before, during and after the visit. The result of the mapping can later be taken further into current projects and be used to develop new and better customer experiences.
Customer satisfaction is often measured by how likely they are to keep buying from a company and how likely are they to recommend the products and services to others. User Experience is measured with task success rate, time-on-task or user error rate.