Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams

by Jim Kalbach

Field Research

I do think we should take some time to do this. I think it would be really beneficial to understand the customer experience in year 1, capture it, and use it as a baseline for future years. ALSO - We should always do a follow-up to a customer complaint to measure their level of satisfaction to our response.