Customer journey mapping illustrates the customer's journey along multiple touch points and is created from the customer's perspective. A Customer Journey Map (CJM) allows you to understand your customer's motivations and pain points.
Customer journey mapping allows you to structure various touch points in order to optimise the customer's experience and influence his/her decision-making process.
The process of segmenting a customer's journey into phases, assigning goals for each phase and ensuring that each customer touch point is in alignment with these goals allows for a better customer experience, which in turn increases customer satisfaction and retention levels, reduces churn and increases levels of customer advocacy.
Customer journey mapping also has the following benefits:
We can take you through the entire customer journey mapping process, which involves:
To learn more about how customer journey mapping can improve your customer experience, chat to us today.