A customer journey map defines every step that customer goes through when interacting with a business. This lesson shows you how to develop a customer journey map that delivers positive results.
Recent changes in technology have made it necessary for businesses to adopt a customer-centric approach when marketing their products.
Today’s customers expect to have personalized experiences and marketing messages tailored to them.
The most common tool businesses use to develop unique experiences for their customers is called a Customer Journey Map.
A customer journey map is a diagram that shows all the steps a customer must go through when interacting with a company. It applies to products, services, retail stores, and much more.
The video below walks you through the steps involved in creating customer journey maps.
Customer journey maps give companies an insight into the thoughts and feelings of their customers, and shows them what actions their customers take at every stage of their journey.
As a business improves its customer journey, it will understand how to relate to its customers on an emotional level and how to create targeted marketing campaigns.
In the following cards, you’ll see three common questions that businesses need to answer about their customers when creating a customer journey map.
1. How can I increase loyalty among a particular customer group?
2. Why are we losing customers during a particular stage in the buyer journey?
3. How can technology and content marketing help alleviate some of our customers’ pain points?
When a business answers all three questions, they’ll be able to create a customer journey map that delivers memorable, simple and usable experiences for its customers.