How a customer journey map is created

Posted 2 years ago in BUSINESS.

Customers go through more stages than just buying and using a product or service. They interact with an organization directly and indirectly across multiple channels and touch-points.

How a customer journey map is created

Customers go through more stages than just buying and using a product or service. They interact with an organisation directly and indirectly across multiple channels and touch-points.

At each point for a customer, there are many incentives and obstacles to doing business.

A comprehensive customer  journey map shows each customer touch-point clearly, and viewers can absorb each interaction from a new perspective.

Why customer journey maps are valuable

Customer journeys are not an afterthought; they should be at the heart of your content marketing strategy and processes for all team members, from designers and developers to marketers and customer services.

What makes a customer journey so valuable is the process that you undertake. Creating one requires detailed research and storytelling, which helps identify areas of friction as well as creates empathy for customers during their interactions with your business. Take your teams out of their silos and ask each one to step into the shoes of your customers. In doing this, you will be able to identify friction points - areas for improvement for your own processes and customer interactions.

 

You can also see the case study : UNO HOME LOAN

 

 

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Pankaj Kashyup

Living in India

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