I essence, a customer journey map is really quite a simple concept: an illustration that details all of the touchpoints at your organisation that a customer comes into contact with as he/she attempt to achieve a goal, and the emotions they experience during that journey.
But the process of building the map is not so simple. The mapping process demands rigorous research and a meticulous understanding of the customer.
Having said that, there are best practices that organisations should adhere to during the mapping process, and these represent useful pointers for those that are creating a map for the first time. So with that in mind, let’s take a look at some sample customer journey maps and examine what we can learn from them and apply to our own mapping efforts. Read
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