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LogoutA customer journey map is a diagram (or series of maps) that depicts customers’ stages while interacting with a business, from purchasing things online to calling customer care to vent frustrations on social media.
Journey maps must be built on data-driven research and visually portray the different stages customers experience depending on a range of characteristics, such as customer sentiment, goals, and touchpoints, in order to develop successful visual maps that reflect customers’ journeys through these channels.
Companies frequently need to construct many customer journey maps based on a 360-degree perspective of how customers interact with the company to be comprehensive. For example, a consumer’s trip map might start with a tweet about a company, product, or brand, followed by a phone call to a customer service line, and lastly, a visit to the firm’s website. Another scenario might start with web browsing and then progress to a phone call, and so on.
This technique also aids B2B executives in gaining insight into typical consumer pain spots, allowing them to improve and personalize the customer experience.