Over the past decade, I began using customer journey maps as a way to envision the optimal future customer experience. As part of SWOT analyses and other strategic planning activities or as a free-standing tool, I often work with leaders to not only see the current state of their customer experience and their initiatives to drive incremental improvement, but also to jump into the future perceptions, wants, needs, and desires of their customers.
The foundation for much of this work is outlined in my upcoming book about Airbnb, which will be released in October. (As a reader of my blog, I have secured a special pre-release price for an AUTOGRAPHED copy of The Airbnb Way and with a pre-order, you will be invited to an EXCLUSIVE WEBINAR to discuss lessons from the book in greater detail. To access this offer, please click here and enter the word THANKS).
If you would like to effectively envision and take action related to the optimal customer experience for your core customer segments, reach out to me.