The Brown Sign Project - Customer Journey Mapping - Episode 1

Customer Journey Mapping Episode 1 - Why is Customer Journey Mapping Important? with Stephen Spencer and Jerry Angrave

We've had a bit of a break but are back with a new series and this time we're looking at customer journey mapping. What is it? Why is it useful? When should I be working on it? All the important stuff gets discussed as we follow our customers through their journey to having a great experience in an attraction. 

From buying tickets online and joining the queue to signing up for your newsletter and leaving a review, we look at all stages of the customer journey and what they meant to the wider business. 

In this episode we are joined by Stephen Spencer and Jerry Angrave as we discuss the overarching ideas of Customer Journey Mapping as we attempt to answer the question - Why is Customer Journey Mapping Important?

 

Stephen Spencer

Stephen’s business journey started in the High Street at age 15 and took him to Regent Street, via the Tower of London, to Buckingham Palace by age 30. A combination of luck, curiosity and thinking differently enabled his contribution to the cultural retail revolution of the early 1990s. Since then Stephen has worked with, studied, learned from, and helped some of the brightest stars and most prestigious brands in the retail, leisure, and tourism sectors. His journey features milestones such as creating the Buckingham Palace Shop, launching London’s cable car, revitalising a confectionery-themed visitor attraction, and turning a national conservation charity inside-out, from property- to customer-focus.

Stephen is a Trustee of Abbotsford, the former home of Sir Walter Scott, and now a five star-rated visitor attraction, and is also a visitor attractions quality assessor for Visit England. He keeps his optimism muscle in shape by supporting Tottenham Hotspur.

You can find Stephen here:

https://www.stephenspencerassociates.com/

https://www.linkedin.com/in/customerexperiencespecialist/

 

Jerry Angrave

Jerry is a Customer & Passenger Experience practitioner and consultant. Previously in-house, Jerry now consults to help companies develop their CX vision, strategy and culture underpinned by CX programmes, Customer Journey Mapping, Disability Experiences, Customer Insight and Employee Engagement.

Jerry works with organisations globally to develop the operations, strategies and culture that sets up a lasting and beneficial focus on the Customer Experience.

You can find Jerry here:

https://empathyce.com/

https://www.linkedin.com/in/jerryangrave/

 

With huge thanks to our sponsor for this series Stephen Spencer + Associates without whom this would not have been possible.

Absolute huge respect and thanks to our great editor over at Joe Shmo Productions who you can find over on Twitter at...  https://twitter.com/joeshm0