In this episode of Customer Service Secrets Podcast, we are going to be talking about journey mapping. To help us out with that we brought on Bob Thompson, the founder and CEO of Customer Think and author of the book Hooked on Customers. His career and company are built on the idea of customer centricity and he’ll be explaining what customer mapping is, why companies should do it, and how to create an effective, uninterrupted flow from beginning to end.

About Bob and Customer Think 1:10
Journey Mapping in General 2:32
How to Journey Map Well 6:54
Information based Journey Map on 12:59

We think of journey mapping as, “walk in your customers’ shoes and then take pictures as you go and read their mind.” 3:09