Assuming you have developed a customer journey map based on a core segment persona, you are likely expecting that this design tool will help you improve the experience you deliver to this customer group.
To maximize the effectiveness of a persona-based journey map, you must do three things well – validate, educate, and activate.
Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Follow on Twitter: @josephmichelli
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