When a customer uses a company's products and services to achieve a goal or need, they are going on a journey from point A to point Z. A customer journey map charts the path a user takes from the beginning of this journey to the satisfaction of that need.
In a culture where being social and outgoing are prized above all else, it can be difficult, even shameful, to be an introvert. But, as Susan Cain argues in this passionate talk, introverts bring extraordinary talents and abilities to the world, and should be encouraged and celebrated.
