Читать книгу Managing Customer Experience and Relationships - Don Peppers - Страница 48

The best maps provide:

 A visualization of customer interactions through many filters (emotional/ rational) organized by the customer's perspective.

 A living document that evolves with the constantly changing organization it supports.

 A harmonized reflection of the voice of the customer (VoC) as well as the voice of the institution (VoI) and the voice of the employee (VoE).