Career Boosting Newsletter

Sign up now to receive your free subscription to the Cutting Edge PR e-News newsletter, packed with cutting-edge news and information specifically for PR people. You can unsubscribe at any time.

* = required

Current Newsletter

To view the current issue of Cutting Edge PR e-News, click here.

Free Articles

A great resource for learning more about key areas of public relations practice, which will help your career path. You can read about the following topics:
PR plans
PR and the internet
PR ethics
Employee communication
Change communication
Employee recognition
Crisis communication
PR management
Media relations
Event management
Corporate reputation
Core PR skills
Marketing communication
Communication measurement
Speeches and presentation
Investor relations
Visual communication

Browse free articles


"Kim, just wanted to say thanks for a fantastically informative site."

Paula Hanson


Read our testimonials

Improve your organization's customer experience through external journey mapping

Original article by Kim Harrison,

Consultant, Author and Principal of

All of us have endured awful customer experiences of one kind or another. For instance, when I bought a t-shirt recently it wasn't available in my size, but it was in stock in one of their stores about 20 minutes away. The catch was that it would take 7-10 days to bring to the store because the company only made inter-store deliveries this frequently. It was unacceptable service, but they were oblivious. I went somewhere else instead and they lost the sale.

At first glance, communicators aren't directly involved in such operational activities. However, these all have a strong communication element. In fact, there is a strong argument that operational communication is one of the most important practical communication applications within an organization.

As a communicator, you can become more valuable to your organization or client by observing the customer experience. It is crucial to understand the customer experience throughout the cycle of interactions with them. These interactions are also known as 'the moments of truth.'

If other departments in your organization don't review the customer experience, you can volunteer for the role on the basis that it is fundamentally a communication experience. You can follow the path of a typical customer as they interact with the people and functions, online and face-to-face.

(But ensure you don't put any noses out of joint from areas such as sales, marketing, IT. They may not appreciate you stepping onto their turf and showing weaknesses in their side of things. So clear it with the relevant managers first.)

Then you check how the customer experience aligns with your internal organizational structures, processes and evaluation. Depending on your organizational state of play, you could even interview key customers to identify some of their key concerns – which are often about communication.

In reporting your findings, you can hold a workshop in which you walk your management through the communication at each customer stage to report on what the customer is wanting and thinking, and how your organization is equipped to respond, especially how it communicates with customers along the way.


About the Author

Kim Harrison is a recognized authority in the public relations field. His website,, provides a wealth of informative articles and resources on public relations techniques and management.


Click here to go to the Free Articles Index