What is Customer Journey Mapping?

Do you ever wonder why certain customers think the way they think? Their intentions, motivations and pain points play a huge role in deciding which company they find the best among a plethora of competitions. 

If you really want your business to touch new horizons and generate insightfully fuelled strategies, it’s time to place customers at the heart of product decision making no matter how challenging it may appear. 

By customer journey mapping, you and your organization can better understand how customers feel each step of the product cycle, prevent problems before they arise, increase customer retention, and discover critical information to make the best decisions on product enhancements. 

HOW DOES IT ENHANCE CUSTOMER EXPERIENCE ?

 “All of your customers are partners in your mission.”  – Shep Hyken

How does it feel to see your parents struggling with apps or websites? Or, how frustrating does it feel when you can’t get through customer support for issues you are dealing with? The ability to relate to such emotions empowers businesses to enhance the customer sentiments. 

The key to making customer journey mapping effective is being able to develop empathy for your consumers and determine how they’re feeling at every stage. A customer journey map, also known as a customer experience map, broadens your empathy to gain a genuine comprehension of their experience and can be useful in your company’s customer experience enhancement initiatives. By taking this method, you can look at things from your customers’ point of view and use that to solve any issues they could run across when doing business with you.