Attendee Experience Mapping - ASAE Technology Conference & Expo: "What is a Customer Journey Map?
Often used by Fortune 500 Companies, customer journey maps allow you to walk in the shoes of your customer by traveling with them as they interact with your company. They provide an accurate outside-in view, focusing on desired outcomes from the customer’s perspective. (Michael Hinshaw, 2012). They help illustrate individual customer’s needs, interactions that are necessary to fulfill those needs, and the resulting emotional states a customer experiences throughout the process. (Joel Flom, 2011)
How can we take this concept and turn it into a model that would helpful for associations & meeting planners to assess their own meetings and plan more successful ones in the future? The M&E Council is using Customer Journey Maps as a guide to create our own model for associations & meeting planners; we are calling it “ExperienceGuru”."
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