163: When to Update Customer Journey Maps

Today we’re sharing tips and best practices for keeping customer journey maps current and making them more useful. Just when you think your customer journey map is finished… Changes are happening in your organization, your products, or your customer’s expectations while you work on your customer journey map. Essentially, it's always out of date! A real, working customer journey map is never “finished.” So, when and how often should you update yours? This can depend on the size and structure of your organization, what you’re using it for, and if you’re even using it at all. The customer journey mapping process may be different for everyone, but it’s never easy. It takes lots of time and patience, and it can be quite painful. When the time comes to update, are you going to scrap all that hard work and start over? Protect that invest!  We have expert advice for not only when to update, but how to approach the process to create a customer journey map that drives results. Related Content Customers That Stick® post, The Magic Number in Customer Experience Is Two 360Connext® post, 5 Customer Journey Mapping Mistakes that Lead You Nowhere Free webinar: Demystifying Customer Journey Mapping Episode 120: Jim Kalbach, Experience Mapping Expert Episode 025: Customer Journey Maps, Justin Zacks, and Amazon 2-Hour Delivery Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices