The Customer Journey in everyday life

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Our daily interactions with everyday life bring us closer to concepts, tools or processes that we then link to the theory of a diploma or master's degree. One of these cases corresponds to the concept of using the moj database Customer Journey Map, a visual representation that illustrates the experience from a first interaction with a company , and allows us to:

Analyze the customer journey
Understanding and improving your experience
Identify why to buy or not to buy a product or service
Customer Journey Map on the way to the restaurant
Many of us go to a restaurant, but when we think about the moment when our experience and interaction with the establishment begins, we don't all think the same. In my case, it's from when I make the reservation, then the service I receive, then how I pay the bill and even the facilities I get to enter and leave the establishment (figure 1). But how do we achieve this? Below we identify the following points that I consider in my Customer Journey Map:

Touchpoint: Identifying the key interactions between the company and the customer experience.
Expectation: We ask ourselves what we expected to have at this moment? What were our expectations in this regard or simply what were our desires?
Reality or Experience: Answers the questions: What did we find? What was the experience we really had with that product or service?
Our emotions: Did it make us feel happy, neither good nor bad, or upset?
Figure-1-customer-journey-in-the-day-to-day

(Figure 1 - Restaurant Experience Map)

Customer Journey in favor of companies
And how do companies take advantage of the Customer Experience Map? We take advantage of what made us feel upset or put us in the middle, as an opportunity for improvement where we can: implement or think about technology that complements business processes, training, among other multiple options to make the journey much better. McKinsey & Company explains that the entire customer journey is important, and proposes some characteristics that make companies stand out in providing customer experience:

Define a clear and compelling value proposition through journeys.
Understand that there are multiple journeys but identify those that really matter and provide value for the organization.
Continually innovate the end-to-end customer process.
Using journeys to reinforce frontline culture.
Optimize our processes to ensure consistent deliveries.
Use journeys to define metrics and governance systems.
You may be interested in: Customer Experience: the value of the customer-brand relationship.

Boosting our operations
The customer experience map is therefore essential for businesses and organizations, allowing us to take advantage of the good things we do to increase customer loyalty, identify the aspects necessary to improve the customer experience and find opportunities in every aspect. But it also forces us to be consistent in the planning, monitoring and control strategy.

It forces us to think and rethink about the path that the customer takes, to empathize with their actions and emotions and take advantage of all that information to generate new customer-centered strategies.

At Continental University of Florida we have an MBA, tailored to your needs and time, where you will learn to empower companies with topics such as Customer Journey, Customer Experience Management, Innovative Behavior and much more. Learn more about our MBA here .