Vince Mirabelli shares some practical, how-to approaches to developing empathy, mapping the customer journey, and finding business process improvement opportunities along the way.
An Empathy Map is a tool you can use to understand who your customer is, their pain points, and what they think and feel about the problem you’re trying to solve. Ultimately, it helps us understand what customers want from us.
Empathy Maps give us insight into who and the why. Who are our customers, what do they need and why is it important to them?
Once you understand your customer and their needs, you can move on to a Customer Journey Map.
You can think of a Customer Journey Map as an outside in process map. It’s a process map from the customer’s perspective.
You can use a Customer Journey Map to better understand the customer’s interactions with your organization and make working with you easier. It can also help you to understand high and low interaction points to discover ways to improve.
Armed with the information from your Empathy Map and Journey Map, you can now prioritize opportunities to benefit your customers.
Listen to the full episode to understand how to use these tools and more to find the right opportunities to bring more value to your customers.
|Understand who your customer is and go and talk to them. Find out what it is that they need and why it’s important. Be on the lookout for both stated needs and unstated needs.|
Links Mentioned in this Episode
Vince is a leader in the fields of Business Process Improvement, Business Analysis and Lean Six Sigma, is a frequent speaker and workshop facilitator, and host of the podcast, “In Process”. He is a certified Project Management Professional (PMP®), Certified Business Analysis Professional (CBAP®), Certified Customer Experience Professional (CCXP), and a Lean Six Sigma Master Black Belt.
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