Interesting video on Customer Journey Mapping
[brightcove vid=1555685798001&exp3=1161665523001&surl=http://c.brightcove.com/services&pubid=1160327044001&pk=AQ~~,AAABDijhm6E~,KTA4lk3W0bEbxmq0j80Lcwf2BI9MLRWg&w=480&h=270] Customer Journey mapping is a great technique to understand every single touch point your customers have with your organization and provides you opportunities to innovate around these touch points and delight your customers. The entire concept is nicely explained in theory and a case study. Enjoy!