Detailing Your Client Journey Map
This is the second in a two-part series on client journey mapping. The first blog defined the process and provided an explanation of its value. This second part details the process, along with some tips on how to improve your odds for success.
Differentiating the client experience is a critical component of a law firm’s success, and client journey mapping is a very effective tool in helping firms differentiate that experience.
A client journey map is a visual representation of the steps and perceptions that a specific client goes through over a period of time to accomplish a specific goal that may include some interactions with your organization. The map helps identify how the client views an organization by putting interactions in the context of the client’s broader goals, objectives and activities.