#13 - Journey Mapping: Connecting the Customer Dots

Understanding your customer's journey is vital to the success of your business. If you can map out the steps in how a customer engages with you, you should – in theory – be able to figure out where and how each step either enhances or diminishes their propensity to engage further. Sounds simple, right? The reality is a lot more complex: multiple channels, multiple devices, organic growth and the ever present human fallibility in delivering a consistent experience, it all takes its toll. So why, at what point and how should an agency look to customer journey mapping as a process to engage in? What can we learn from other sectors where journey mapping drives value, and how can we apply the lessons to the digital agency sector? Guest - Bryan Eisenberg, Keynote Speaker, Advisor & NY Times Best Selling Author Bryan Eisenberg is the co-founder of BuyerLegends, a New York Times bestselling author, and serves as an advisory board member of several venture capital backed startup companies. He is also a highly sought after keynote speaker for industry events across the globe. A recognized authority & pioneer in improving online customer experiences, he has been featured and quoted in countless publications including The Wall Street Journal and Advertising Age for his thought leadership in this area. Host: Alex Langshur