Home >  Blog >  Customer Journey Mapping Research

Customer Journey Mapping Research

Posted by Danielle MacInnis on 12 July 2018

Customer Journey Mapping is a Must

McKinsey have just released some interesting research about those companies that do customer journey mapping. Customer journey mapping is a discipline that allows organisations to step into their customers' shoes; to gain valuable insights that enable them to improve the customer experience.

Key Findings:

  • Two-thirds of respondents told us their organisations are using, or have used, customer journey mapping.
  • Nearly all practitioners of customer journey mapping reported that it has delivered positive results, covering a range of benefits. Almost 90% of the customer journey mapping practitioners we interviewed told us that their programme is delivering a positive impact. And over a third of those reported that the impact was 'extremely positive'.
  • Despite those who conducted customer journey mapping reporting such positive results, a third of organisations are still yet to embrace it with a lack
    of understanding/awareness the most common obstacle. However, many are expecting to roll out journey mapping programmes in the near future.

 

To learn more about this research visit our knowledge portal. To start journey mapping today, give us a call.

Author: Danielle MacInnis
About: Dan is a customer centric marketer and the owner of MacInnis Marketing a company that creates sales and marketing systems to attract customers and employees to companies that they love.
Connect via: Twitter Google+ LinkedIn
Tags: Customer Centric Marketing Strategic Service Design Customer Insight Brand Strategy

Post comment
 

 

Latest News

What should you be reading to keep up to date with Marketing

Jul 18 2018
Reading the right stuff  Here are the top ten sources I read for marketing advice: ...

Customer Journey Mapping Research

Jul 12 2018
Customer Journey Mapping is a Must McKinsey have just released some interesting research...

Subscribe to E-News

Join 10,000 of your peers and
make better marketing decisions with our e-news

What Our Clients Say

Danielle has been great at helping us focus our marketing efforts. Her ideas and energy really help us to make sure we get results from our marketing dollars. Since working with Dan we have been able to focus what we do, when we do it and how to get the best results. Something we never could have...

Jamie Burmeister, Adapt Solutions

Our Clients

 

 

Who we Are

 

What We Do

 

Why We Care

 

Who Work With


Knowledge Portal

 
Tell a FriendPrintBookmark SiteHome