Customer journey mapping is a tool for businesses to visualize their customer’s experience. It helps companies to gain a comprehensive view of the needs of customers and their behavior when they interact with the brand. With the aid of customer journey mapping, organizations can understand how their customers travel through the entire sales process and their possibility of returning to the brand. This approach helps decision-makers to stay focused on customers and make each step of the buying experience easier for potential leads.
https://www.businesswire.com/news/home/20190102005242/en/Customer-Journey-Mapping-Bridging-Gap-Sales-Marketing/
Persona-based customer journey mapping helps you understand core customer segments so you can add value to these groups.
As promised, this weeks’ blog is a continuation of last week’s post titled Aim Before You Fire. In that post, I shared my thoughts on the importance of immersing yourself in an understanding of the core customer groups for whom you wish to design loyalty building experiences. After discussing a myriad of ways you can deepen your customer understanding (e.g., focus groups, surveys, etc.) I wrote:
In our next post, we will talk both about the how and why of persona-based customer journey mapping and a process I refer to as optimal future customer experience road mapping.
Since this is the next post, let’s dive-in…
http://www.customerexperienceupdate.com/customer-journeys/?open-article-id=8814444&article-title=what-is-persona-based-customer-journey-mapping-&blog-domain=josephmichelli.com&blog-title=michelli-experience/
