Enter the customer journey map

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With all those stages, wouldn’t it be great to have some kind of visual image, so you can dissect the entire customer journey, touchpoint by touchpoint?


What is a Customer Journey Map, and Why Do You Need One?
The customer journey map is a visual representation of a customer’s experience and interaction with your company, throughout his or her lifecycle. It covers customer touchpoints—and attitudes toward your brand—as they progress from awareness to advocacy.


And what are the benefits of customer journey mapping, you ask?

Proper mapping provides a unique view of the customer russia telegram data journey, as you analyze the user experience and elevate your sales approach—from the customer’s perspective.

It helps to increase customer engagement with channel optimization, identify ineffective touchpoints, eliminate process loopholes, enhance your customer targeting—and much more.

Journey mapping shifts the perspective from company-focused to customer-focused. And that’s pretty important.

There are many types of customer journey maps, here are a few common ones:

Current state: This map visualizes the actions, thoughts, and attitudes of your customers in their current interactions with your organization—as-is.
Future state: This map visualizes the actions, thoughts, and attitudes your customers will or could have via future interactions.
Day-in-the-life: This map follows the actions, thoughts, and attitudes of your customers in their everyday lives, even separate from your company. (It helps anticipate customer needs and pain points—opportunities you–and even they aren’t aware of.)
Renewal process: This map zeros in on the renewal process, specifically, and the actions, thoughts, and attitudes of your customers throughout. (For example, are customers using different channels to research—and renew? And why?)
Churn journey map: This map covers the lifecycle stages from onboarding to upselling—and customer actions, etc.—to catch customers at risk of churning.
The maps are different, but they have this in common: they force you to question your assumptions about the customer experience. And that’s an important exercise that can lead to growth and innovation.