Customer Journey Mapping

An excellent way to define a customer journey is to identify every action you want them to take. These steps might include: making an online purchase, requesting information from a customer service representative, or submitting a request for more information or support.

Every touchpoint that a customer goes through is an opportunity to help them reach their desired outcome. By mapping the experience of every customer touchpoint, you can improve the entire customer journey.

Customer journey mapping offers the chance to gain valuable insights into a customer's perception of an organization. It can provide a great deal of insight for marketers and business owners, allowing them to be able to design customer-centric experiences. As well as revealing gaps between different touchpoints and experiences across an organization's omnichannel strategy.

Why Customer Journey Mapping Is Important

Increasingly, companies are competing on experience instead of price. Customer journey mapping identifies actionable touchpoints that help formulate strategies that are current, personalized, complimentary, and relevant to a specific customer's persona.

Customer journey mapping is an increasingly popular method to map the entire process of a customer's interaction with your business. Not only does it help your organization to become more "customer centric", but it also helps to link different departments. Marketing, sales, and customer service professionals should be included in every step of the customer journey mapping process.

To achieve your organization's goals, you'll need to identify all the points of contact with customers, and then determine the most effective ways to improve customer satisfaction and reduce friction points. A customer journey map outlines the most efficient ways to serve customers and identify opportunities for optimization across all channels.

Customer Journey Mapping With Taplytics

The primary goal of creating a customer journey map is to understand the customer's mind and find effective ways to reach them with specific content. With Taplytics Journey Map companies can use this data for delivering personalized messaging that meets the needs of the different personas featured in the map.

The #1 platform for delivering high-quality software releases, instantly.