The customer journey map is a design thinking tool that helps us understand how customers act at each stage of their customer journey. It is, in short, a visual representation of the customer journey .
The goal of a customer journey map is to analyze all interactions in detail to understand how the customer feels, understand their needs and desires, and understand their actions. If you do a good analysis, you will be able to know how and when they will interact.
Without going any further, in it we find the answer to questions belgium whatsapp shopping data such as:
How did the customer reach my company?
Why is he coming?
What do you expect from her?
Where is it going?
At what point do you make your purchasing decision?
What detail is it that makes you come back?
When did he leave?
Why did he leave?
At the same time, a customer journey map will help you design a customer experience strategy that allows you to anticipate their decisions, establishing the relevant actions at each stage so that they continue along their path with you.
If you know what he wants, why wouldn't you give it to him? Everyone wins!
How to make a customer journey map?
The customer journey map will vary depending on the industry, company or product/service. Still, there are different points to consider when designing a customer journey map.
1. Define your buyer persona
Before we start, the most important thing is to know who your potential client is . To do this, we are going to build our buyer persona , which will help you get to know our client in depth.
Read also
How to create a buyer persona in 6 steps?
2. Observe
Once the buyer persona has been defined, it is time to observe how it behaves . The methods are varied:
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