Customer Experience Mapping
Customer Experience Mapping is the process of documenting and evaluating every interaction a customer has with the support and service departments. It identifies touchpoints, evaluates satisfaction levels, and highlights areas for improvement, aiming to enhance overall customer experience and satisfaction within the organization.
Level 1: Emerging
At an emerging level, you are beginning to understand customer experience mapping. You're learning to identify key touchpoints, chart user journeys and use feedback to enhance customer support and service.
Level 2: Proficient
At a proficient level, you are able to effectively create detailed customer experience maps that identify touchpoints, pain points, and opportunities for improvement within the customer support and service process.
Level 3: Advanced
At an advanced level you are able to synthesize customer feedback and data to create comprehensive and insightful customer experience maps that drive continuous improvement in customer support and service strategies.
