Interested in a product or service, gathering information, comparing, purchasing, using the product, providing feedback, . And making repeat purchases . Customer journeys are essential for understanding how customers interact with . And respond to your products and services and applying this knowledge in your marketing. What . Is a customer journey map?What is a customer journey map?A customer journey map is a . Way to visualize the customer journey.I often use charts like the one below. A customer . Journey map mainly includes four sections: Phases, Customer actions, Touchpoints, and Customer thoughts and feelings.
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. Phase : different stages or phases of the customer journey (awareness, interest, comparison, purchase, usage, . Feedback, repeat, etc.)customer behavior : what the customer does at each stage or touchpoint (e.G., . Looking at social media, visiting a website, opening an app, visiting a store, hearing about . It from a friend, etc.)touchpoints : where and how a customer comes into contact with . A product or service (social media, website, app, in-store, word of mouth from friends, etc.
)customer . Thoughts and emotions : customer behavior at each stage and touch point (e.G., This product . Might be good, Do I really need this?, It’s a pain to have to register . As a member…) we will explain the specific steps for creating it later, so be . Sure to check it out. Why do you need a customer journey map?Why do you . Need a customer journey map?In today’s world, customer journey maps have become essential for selling .
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Any product or service.So why is this the case? The biggest reason why customer journey . Maps are said to be important is the change in consumer behavior.With the development of . The internet and social networking sites, consumers can now easily receive and send information individually.As . It became easier for each customer to find What they really need, a sales strategy . Tailored to that became necessary . Another reason why customer journey maps are necessary is . That market competition has intensified in every industry, and products and services cannot be sold .
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Easily unless they add value in addition to the quality of the product or service . Itself. Customer journey maps are useful for accurately understanding What customers want rather than What . The company wants to sell, in order to develop and improve products and services. Benefits . Of creating a customer journey mapbenefits of creating a customer journey mapthere are three main . Benefits to creating a customer journey map when developing or improving a product or service: . Gain a deeper understanding of customer behavior and psychologycreate appropriate sales strategies for each phaseleads .
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To repeat visitor initiativesestablish a common understanding among the teamclarify resource allocation and policy prioritiesenabling . Data-based kpi setting and effectiveness measurement let’s take a closer look at each one. Benefit . : gain a deeper understanding of customer behavior and psychologyfirst, it allows you to gain . A deeper understanding of your customers’ behavior and psychology. A customer journey map shows how . A customer behaves and feels at each stage of their interaction with a product or . Service.This removes the corporate perspective of We wish our customers would act like this, which .
