Other parts of the journey are optional and depend on your objectives.Įach customer won’t have an identical user journey, so one of the advantages of customer journey mapping is that you can plot out multiple pathways through your product. A basic map includes a specific persona, the steps beginning-to-end of the customer experience, and the potential emotional highs and lows. Teams of all kinds, from sales to engineering, use CJMs to solve problems and fill gaps. It allows you to capture the path that a customer follows when they buy a product, sign up for a service, or otherwise interact with your site.Ĭustomers are the lifeblood of your business and empathizing with your customer’s pain points, wants, and needs is vital for success.ĬJMs are beneficial because they are infinitely adaptable. A customer journey map (CJM) is a visual representation of your customer’s experience.
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