Customer Journey Mapping is the visual representation of your customers’ interactions with your business. It is an exercise to step into your customers’ shoes and view it from their perspective. It can help you and the team improve and optimise the customer’s experience.
To create a realistic Customer Journey Map, information needs to be gathered at each touchpoint. Directly asking customers what they experience can help identify both the critical and less essential elements along this journey (conduct online surveys, apply social listening, set up a live chat etc.) Some maps focus on pain points and negative experiences, even showing them in red and below a baseline, providing a strong visual of areas for improvement.
Three key reasons why Customer Journey Mapping is important today: