The following map from Intuit is a good example of how to map the emotional plot points of the journey. Note how the yellow line traces the overall mood of a customer throughout, with the emoji faces ...

A customer journey map is of little value if it's not actionable, so listening posts that are aligned to key points along the journey, such as moments of truth and pain points, will set a clear ...

Introduction to customer journey maps. Delivering an exceptional customer experience ... it’s critical to look at the customer journey from a customer’s point of view. So, how can you best assess the ...