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Customer Journey Mapping

Gain deep, accurate insights into your customers’ collective experiences with your business

Turn Customer Feedback Into Results

Journey Mapping creates a powerful visual representation of the journey your customers take with your products, services, and brand. With Journey Mapping, you can identify key moments and evaluation points in your CX process, identify crucial positives and negatives, and measure attitudes and emotions that affect your customers’ impressions and decisions.

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A Customer Journey Mapping solution will help you:

  • Uncover what your customers are really experiencing
  • Define your desired customer experience
  • Identify key moments that impact customer satisfaction most
  • Build a culture of CX excellence
  • Turn touchpoints and customer feedback into real business results

A recent Forrester Report found that only 2% of companies are set up to “identify, deliver on and measure moments” in the customers’ experience.

Evaluate Key Touchpoints, Identify Pros & Cons and Mold Your Customer Journey

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Customer Journey Mapping with MaritzCX

Customer Journey Mapping allows companies to see the gaps between the desired Customer Experience (CX) and the one that the customer receives. Mapping the customer’s journey starts with identifying and building out the steps of the journey from the company’s point of view from beginning to end. We start by identifying the key moments a customer has with your company. After the journey map is created, the process of customer journey mapping continues. We seek customer feedback to better understand the customer’s view of the journey, then create plans to improve the customer experience based on the customer journey map. Journey maps need to be periodically updated as the customer journey evolves due to technology, market, and company changes.

The Journey Mapping Process

Project Scoping Meeting

Create the Company View

Customer Learning

Review the Current State

Ideate the Future State

Purpose:

Review relevant research, branding, and company promises. Jointly define the scope and success.

Purpose:

Build a map of the company perception of the customer journey to guide the customer interviews.

Purpose:

Understand from multiple approaches the experience a customer has with your company.

Purpose:

Establish a common understanding of the current journey & ID key insights for creating a new journey.

Purpose:

Use new learnings to create near-term & longer-term solutions.

The Journey Mapping Process

Project Scoping Meeting

Purpose:

Review relevant research, branding, and company promises. Jointly define the scope and success.

Create the Company View

Purpose:

Build a map of the company perception of the customer journey to guide the customer interviews.

Customer Learning

Purpose:

Understand from multiple approaches the experience a customer has with your company.

Review the Current State

Purpose:

Establish a common understanding of the current journey & ID key insights for creating a new journey.

Ideate the Future State

Purpose:

Use new learnings to create near-term & longer-term solutions.

Services to Fit Your Program

MaritzCX has developed journey mapping strategies for many years and offers three Journey Mapping engagement levels, detailed below.

Included Services

Silver Package

Gold Package

Platinum Package

Journey Map from Client’s Perspective

1-2 Day Onsite Workshop

Qualitative Employee Evaluation of Current Journey

Workshop Prep for Client Participants

Qualitative Customer Validation of Journey Map

Interim Update of Results with Working Group

Onsite Presentation of Final Results

Blueprinting Internal Influences

Quantitative Customer Validation of Journey Map

Customer Relationship Study Including Key Customer Touchpoints

Experience Design Workshop for Three Touchpoints

Linkage to Financial Outcomes Modeling

Additional Journey Map of Another Product/Segment

Additional Services

Silver Package

Gold Package

Platinum Package

Employee Quantitative Survey to Compare/Contrast with Customer Perceptions

Additional Journey Map of Another Product/Segment

Services to Fit Your Program

MaritzCX has developed journey mapping strategies for many years and offers three Journey Mapping engagement levels. Contact us today to learn more about what package is right for your team.

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Make Journey Mapping Part of Your Comprehensive Program

MaritzCX can help you connect your customer’s journey to your customer strategy with our seasoned journey mapping consultants and best practice prowess. Quickly define stages, touchpoints, and actions that occur across the journey to bring your Voice of the Customer to life.

Frequently Asked Questions

  • What specific offerings does MaritzCX Customer Journey Mapping consulting include?

    MaritzCX offers key deliverables that include

    • Creating a high-level and detailed visual journey map designed by professional graphic artist
    • A detailed written Customer Journey Report that identifies key opportunity areas and makes specific recommendations to improve your CX strategy
    • Actionable recommendations for improving and enhancing your VoC program by adding new CX elements
    • A portfolio of new ideas for making short- and long-term improvements to your customers’ overall experience over the course of their complete customer journey
  • What does an Customer Journey Mapping engagement with MaritzCX look like?

    Customer Journey Mapping with MaritzCX is a flexible consulting engagement for organizations seeking more complete, accurate insights into what their customers really feel, perceive, and experience. It includes resources, expertise, and documentation—including detailed visual representations of the complete customer journey—to identify hidden moments of truth and close the gap between internal CX perceptions and customer realities.

Start Understanding and Improving every Customer Journey and Experience.

MaritzCX