![]() ![]() That means examining everything from trial signups to product renewals and all the interactions in between - looking for points of friction or frustration the customer may be experiencing. The goal of customer journey mapping is to identify ways to make the buying process and the Complete Product Experience (CPE) more seamless and engaging. By viewing the journey from the customer's perspective, you can broaden your empathy of their overall experience and improve it. Customer journey maps typically align each interaction to what the customer is doing, thinking, and feeling along the way. It visualizes touchpoints across stages - from first becoming aware of your offering through to purchase and (ideally) loyalty. A customer journey map is a representation of all the ways customers interact with your company or product throughout the buyer journey.
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