5 Tips for Analyzing a Customer Journey

I've noticed something from working with people involved in journey management, journey mapping, and journey analysis. They embrace superficial results for some reason. Perhaps it's one of the following reasons:

• Not authorized to dig too deep

• Not skilled enough to dig deep enough

• Not enough time allocated to the exercise

• Not enough of their team budget got spent this year so it's at risk of being reduced next year. Let's use it!

Maybe you have some other observations. Let me know in the comments. Until then, here are some tips I'd like to share based on my observations

Make sure you can take action

If you're asking end users to rate success, make sure that you would know what you could do for every single metric you ask them to rate. Don't ask questions you can't - or your organization won't - take action on.

Here's an example. Suppos…