What is a Customer Journey Map? And how can it apply to solid waste management programs?
At a recent conference for solid waste management districts in Indiana, we learned that a Customer Journey Map follows the relationship between a customer and a service provider from first contact through loyalty, including awareness, consideration, decision (on participation, in the case of solid waste programming), and retention. Along the journey, there are “touchpoints” when interactions occur and “emotions or pain points,” depending on how those interactions are resolved.
Steve Wohlford, Leadership Advisor at the Indiana Department of Child Services, presented this topic at the Association of Indiana Solid Waste Management Districts Retreat. He outlined the following stages along a sample customer journey map for a recycling program.
Sample Customer Journey Map for Recycling
- Awareness & Education
- Setup & Access
- Onboarding (residential/commercial)
- Usage/Collection
- Issue Resolution
- Renewal/Retention (community impact)
What would the customer journey map look like for your solid waste programs? Eco Partners can help you think through this journey for those you serve and take the very first step: Education.
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