The 14 Universal Journeys of Customer Experience

And the Customer Collective that Experiences Them

I like to view customer experience as a combination of themes and capabilities that ensure the right product is designed for a problem, and the right set of integrated services are designed to support customers during various phases of solution ownership.

There are 14 common journeys I consider to be the starting point. Each of them have a predetermined map incorporating the objectives that a customer must reach each step of the way. This starting point ensures that no journey, or experiencer is overlooked.

I’ll share some of the maps and accelerators as I drill down in to the details of this framework over time.

The 14 Universal Journeys of Customer Experience

Assuming you’ve identified a winning solution concept through core market innovation, you can begin to study how the services supporting the solution should be designed for the specific customer types that will experience specific journeys. Here is a list of 14 Universal Journeys that should be considered. Depending on the product/…