To find out the extent to which your company is customer focused please consider where your company is on the scale below.
1. There’s some talk about building a customer journey map – but no action yet.
2. We have a customer journey map – but it’s an “inside-out” view.
3. We have a customer journey map – and it’s based on an “outside-in” view – but it hasn’t been widely discussed
4. We have a customer journey map that’s based on an “outside-in” view and it has been broadly discussed – but improvement action is based on each department’s efforts.
5. We have a customer journey map that’s based on an “outside-in” view and it has been broadly discussed and improvement action is based on a process based view of performance where departments collaborate.