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/
