![]() For example, a millennial buyer persona may typically become aware of a product on social, research it on the mobile version of your site, and finally make a purchase on a desktop computer. ![]() User journeys are then created across these various touchpoints for each buyer persona. It allows you to gain insights into common customer pain points and how to improve those.įirstly, all the possible customer touchpoints are mapped out, for instance, a website, social channels, interactions with marketing and sales teams. Customer journey mapping is the process of creating a customer journey map, a visual story of your customers’ interactions with your brand. This process also helps B2B business leaders gain insights into common customer pain points which in turn will allow them to better optimise and personalise the customer experience. Whether your customers interact with you via social media, email, live chat or other channels, mapping the customer journey out visually helps ensure no customer slips through cracks. It helps you tell the story of your customers’ experiences with your brand across all touchpoints. A customer journey map is a visual representation of the customer journey also called the buyer journey or user journey.
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