Shopping Cart

Customer Journey Mapping

 “So, get to know your customers. Humanize them. Humanize yourself. It’s worth it.”

– Kristin Smaby, author of ‘Being Human is Good Business

Customer Journey Mapping

Customer Journey Mapping is a design thinking methodology used very successfully across the world, adopted across all industries, especially the services sectors in B2C, B2B and SaaS organisations.

Resonation will guide you through creating your own customer journey maps of your key customer journeys and touchpoints.  Resonation’s approach is one of knowledge sharing, transferring skills and handing over new capabilities to you, so that you will be able to repeat this exercise and map other journeys or repeat map as often as you wish on your own.  Resonation can continue to facilitate more mapping depending on your available resources.

Customer Journey Mapping – What we do

Below is list of some examples of key customer touchpoints and journeys that are worth mapping

  • Sales Buyer Journey
  • Online Retail & Check-Out Journey
  • Product Delivery & Product Returns
  • On-Boarding a New Customer
  • Technical Support / Internal IT Helpdesk
  • Annual Renewal
  • New Hire Employee Journey
  • Working From Home
  • Or you may want to map all customer journeys from start to finish

Resonation does this using a best-practice customer journey mapping framework.  This framework is designed to improve your customer experience through the use of visual representations of your customer touchpoints, experiences and opportunities for improvement and we will hand over this framework to you.

Customer Journey Mapping – What You Get

Resonation will provide you with the following:

  • Your customers key journeys & touchpoints
  • Deeper understanding and connection with what customers and employees are doing, thinking and feeling on their journeys
  • Customer pain-points, gaps and possible solutions
  • Critical moments of truth
  • Customer personas
  • Each customer journey map is documented and handover to act as a visualisation of the customer experience provided by that customer journey, which helps to articulate and engage your employees on ways to improve the overall customer experience
  • Should you need support to re-design your overall customer experience, Resonation offers an Customer Experience Design service


Ready to see how we can help you? BOOK A FREE CONSULTATION