Customer journey mapping is a process that maps the complete customer experience. The map is created by following the customer from their first contact with a company to their last.
The goal of this process is to identify opportunities for improvement and to provide an insight into how customers interact with a company. The process starts by identifying all touchpoints where customers come into contact with a company, such as websites, social media, stores or call centers. It can also include other channels like email or advertising.
The next step is to gather information about each of these touchpoints, including what happens at each point and how often it occurs. This data can be gathered using surveys, interviews or observation. Finally, the data needs to be analyzed in order to identify patterns and insights about the customer journey
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