Image source Why is a customer journey map important?Ī customer journey map allows you to identify the micro-moments that make up the full experience of your brand.
So if you have more than one offering and/or more than one buyer persona, you’ll want to create multiple customer journey maps. Rather, it breaks down the entire journey into key stages and touch points and digs into the specific intentions, emotions, and behaviors at each one.īecause of their granular nature, businesses create customer journey maps for specific personas on specific paths to purchase. Read on to learn more about what a customer journey map is, why you need one, and how to create one ( with our free template!) Table of contentsĪ customer journey map is a visual representation of your customers’ experience with your business as they progress through your funnel-but not the overall experience. So how do you make sure you’re actually being customer-centric?Įnter the customer journey map: A powerful tool to help you fully understand your customers so you can establish meaningful connections, improve the overall experience, and drive long-term business growth. Houston (and by Houston, I mean businesses), we have a problem: According to Salesforce, 68% of customers expect brands to understand their unique needs and expectations, but only 39% of customers feel that brands actually do this.
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