Customer Journey Mapping

Objective: Help students understand the full customer experience, from the initial inquiry to after$-$sales service.

Activity:

Create a customer journey map for a specific product or service $($e$.$g$.,$ buying a new phone, booking a hotel room, buying new clothes, purchasing a car, purchasing a cruise trip, buying food$).$

Each group maps out the customer's touchpoints, pain points, and areas where excellent service can make a difference.

Groups present their maps to the class, and discussions follow on how to enhance customer satisfaction at each stage.

Purpose: Teaches students to think about the customer experience holistically and identify opportunities for improving service.