Customer Journey Maps: How to Extract Value

Tale as old as time

You did it! You put up colorful post-it notes all across your conference room walls like there was no tomorrow.  The rainbow aesthetic is mesmerizing, you know every inch of “that one” process that has been giving your customers headaches for decades.  You even have some personas going.  You know, Millennial Michelle: too cool for the branch and does it all online, Caller Carl: calls twice a month to confirm the deposit went through (yes, this is a thing), and all the other usual suspects.  You’re so excited, you present it to everyone within a 10ft radius, like new parents do with photos of their kids, (yes yes I’m guilty of that as well…my daughter’s a Rockstar *shrug*).  1 month goes by, then the Quarter, then the year….

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