![]() How to create a customer journey map Preparation: Define the scope Working in conjunction with another customer journey map, the service blueprint acts as an additional layer, helping clarify what systems need to be in place in order to deliver the customer experience you intend to provide. Used when planning an upcoming product or experience, future-state customer journey maps help you plan and prepare the type of customer experience you would like to offer. Track the lifecycle of the overall customer relationship, from awareness and acquisition through to delivery and service.įocusing on the mood and mindset of the customer, day-in-the-life customer journey maps track actions, sentiment, and engagement touchpoints to offer unique, customer-specific insight. Track the journey your customer takes when finding out about your product or service and becoming a customer. Track how your customer engages with your website, application, or software. Current state customer journey maps are often found in the following scenarios: Providing a broad overview of all the ways your customer engages with your company, current state customer journey maps are the most commonly used. ![]() ![]() However, there are a few common types of customer journey maps. You might be surprised to find that there isn’t a “correct” template or way to do a customer journey map-what you track will be specific to your business and your customers. ![]() What type of customer journey map should you create? ![]()
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