Journey Playbooks

The beauty of Customer Experience is that we are involved with our customers throughout their relationship with our brand, from initial awareness through to sale and ongoing support. Each interaction can and should include a Customer Experience element.

With so many channels and interactions, successful CX programmes need to go beyond the Customer Experience and marketing teams. We need a way to provide a clear view on what we are trying to achieve and what we need to do to achieve it.

It is also true that previous marketing programmes often tried to bend our users experiences along a specific path or journey. Anyone who has looked in depth at customer interaction data knows that customers very rarely follow a set journey, and the norm is much more random.

However, we need to set ourselves goals and these goals need planning, organisation and steps along the way. We need a way to create a “Journey”, what we think the customer path might be, including distrations and issues along the way!

Journey Playbooks provides this planning, and visualisation functionality in a simple to use interface.

With Journey Playbooks you can simply add Journey Milestones, add the steps along the way and link related steps together. The steps can be decorated with an indication of current satisfaction levels and an icon to symbolise visually what the step will “do”.

Note: This functionalitys was previously called Idealised Journeys