Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

Become a Basic Member for free. Click Here

How to Map Your Customer Journey - Globalteleforce - Blog

How to Map Your Customer Journey

Customer service is an essential tool to improve the business. However, that approach is more business-focused, showing to the customers how great the business itself. A lot of businesses are focusing on planning to offer great customer service, making them neglect on how customers feel. This is where the customer journey map enters the fiasco.

Customer Journey Mapping shows the adventure of your customers in your business, which starts from the first contact, engagement, then up to the long-term relationship. The adventures placed in the customer journey map reveal the experiences of customers while engaging with your products and services. This data will give an idea on where to improve based on customer insights. But how can a business produce one anyway? Here are ways on how to map your customer journey.

1. Create a journey framework

This framework provides the skeleton of your journey mapping. However, do remember that this is different from a process map for a customer journey map uses an outside perspective, meaning everything is written through the words of the customer. Moreover, not all customers are the same, so better create segments and personas. You must segregate them into groups so you can create a framework for each for you to understand want they want and expect from you.

2. Understand the customer journey you created

There are three types of approach available for you to understand your existing journey—Mystery Shopping, Business Diagnostics, and Voice of the Customer. Mystery shopping is to have an outside perspective of your business by walking in your customers' shoes. Let yourself experience how customers feel first hand. Then, Business Diagnostics is an end-to-end expert analysis of the process of the organisation that supports the business.

Lastly, Voice of the Customer can be used as support if the first two does not work. Here, you gather expectations, prioritise it to know which is relevant, substantiate them, and analyse it for you to plot customer experience curves. Voice of the Customers can help you identify where to improve to fill in the gap of the existing and ideal journey, which is based on customer expectations.

3. Develop promises and commitments

Customer experience is known to be the gap between customer expectations and what they perceive to get. And customer expectations came from their past experiences, marketing, and branding activity. On the other hand, customers’ perception is based how the products deliver. It is important to make sure to develop promises and commitments when redesigning your customer experience so that you can reposition your brand.

4. How to design your customer journey

Customer journeys are often designed to make it easier to understand. And the programs often used are InDesign and PowerPoint. However, you should also be able to capture all the details behind the graphic. Why? Because this is not only the functional side of the customer journey, you also need to take a look at their emotions; both sides should be shown. The bottom line is that you are making a narrative that becomes the whole story fresh from the customers' point of view.

5. Changes and improvements

After identifying the data needed, it is time to fill in the gaps of the existing and ideal journey. The business will now have to identify the improvements and changes that needed to be integrated—a phase of transformation. The business will be re-inventing products and services to meet customer expectations, and at the same time provide great customer service. Furthermore, as long as the business reflects the promises and commitments made to the customers, then there should be no gap between the promises and what can be delivered.

A customer journey map is an essential tool in knowing how customers while engaging with your website. This can also serve as a guide for agents hired from contact centre outsourcing as a guide on how to engage with customers in certain situations. Since not all customers are the same, the customer journey map can show what appropriate actions to be done in order to steer customers back towards the business.


Publish Date: May 5, 2017 5:00 AM

2021 Buyers Guide Automated Call Distributors

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

View more from Globalteleforce

Recent Blog Posts:
How Knowledge Base Technical Support Matures and Moves with the Tech EconomyJanuary 11, 2018 5:00 AM
Why Businesses Prefer CRM Powered Customer Service When it comes to OutsourcingJanuary 9, 2018 5:00 AM
Inbound Sales How Analytics and Business Intelligence is Changing the GameJanuary 5, 2018 5:00 AM
Outbound Sales: How Analytics and Business Intelligence are Changing the GameJanuary 3, 2018 5:00 AM
Holidays 2017: Dishing Out Awesome Customer SupportDecember 21, 2017 5:00 AM
Holiday: How to Ramp Up Your Customer ServiceDecember 11, 2017 5:00 AM
How Digital Content Can Help Boost Your Customer Support PlatformNovember 23, 2017 5:00 AM
Key Resolutions for better Customer Experience in 2018November 22, 2017 5:00 AM
Contact Centres Pushing Philippines IT-BPM in Global OutsourcingNovember 13, 2017 5:00 AM
Halloween 2017: How Your Customer Service is SCARING Away Your CustomersOctober 30, 2017 5:00 AM

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =