Customer Journey Maps - Walking a Mile in Your Customer’s Shoes

Perhaps the biggest buzzword in customer relationship management is “engagement”. Engagement is a funny thing, in that it is not measured in likes, clicks, or even purchases. It’s a measure of how much customers feel they are in a relationship with a product, business or brand. It focuses on harmony and how your business, product or brand becomes part of a customer’s life. As such, it is pivotal in UX design. One of the best tools for examining engagement is the customer journey map. As the old saying in the Cherokee tribe goes, “Don’t judge a man until you have walked a mile in his shoes” (although the saying was actually promoted by Harper Lee of To Kill a Mockingbird fame). The customer... https://goo.gl/hYDEHJ