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Glossary

What is Customer Journey Mapping?

A customer's interaction with a company is depicted graphically in a customer journey map. It provides a perception of the needs and concerns of potential customers, which directly influence or restrain their behavior. Furthermore, businesses may use this information to personalize the consumer experience, which boosts conversion rates and customer loyalty.


The customer journey is the sequence of interactions a customer has with a business to achieve a goal. Between growing brand awareness through social media and getting an email after making a successful purchase, there are typically many and various steps. 


You cannot assume or forecast it based on your own personal perspective. The physical encounters of your customers are notably distinctive from a customer journey.

Why Does Customer Journey Mapping Important?

Customer journey mapping is essential for organizations. This is because it is a strategic way to understand what the customer wants and also for the better optimization of the customer experience.


Planning the customer journey is crucial for both large organizations as well as small to medium-sized enterprises. But these days, customers demand omnichannel customer service, marketing, and sales from all businesses, regardless of size.


Additionally, the customer experience revolves around personalization. A recent survey found that 84% of consumers think that winning their business requires treating them like people, not just numbers. SMEs may create individualized experiences at all touchpoints — for each user and across all media — by using customer journey mapping.


Well, there are several benefits of the customer journey. Some of them are mentioned below. So, let’s have a look at them!


  • It allows you to optimize onboarding process for your customer.


  • Evaluate the difference between the expected and real customer experiences for your clients.


  • Recognize the variations among client personas as they go from prospect to conversion in the purchasing funnel.


  • Arrange the order of your customer's journey logically.


Although, the biggest benefit is just having a better knowledge of your clientele. You can more effectively tailor the customer experience to their unique needs if you have a deeper understanding of their expectations.

How Can Omnichannel Marketing and Service Benefit from Customer Journey Mapping?

Today's consumers demand a highly customized experience across all of your marketing and customer care efforts. Omnichannel marketing and omnichannel customer service are two terms used to describe this combined strategy.


Customer journey mapping is important in marketing because it enables marketers to target a single prospect across several touchpoints. For instance, a customer who browses a product on a website can subsequently receive a social media retargeting ad.


To deliver the best possible customer experience, omnichannel marketing is typically combined with omnichannel customer service. Here, the customer may receive assistance through any medium, including social media, messaging services, or live chat. 


Additionally, customer journey mapping allows the customer representative team to better understand the customer experience. And also, enhance the ability to solve their issues.

How Can You Build a Customer Journey Map?

There are a few steps to create a customer journey map. So, let’s examine them!


  • Initially, set a clear goal for the map.


  • Create your personas and set objectives for them.


  • Bring attention to the personalities of your target customers.


  • List each touchpoint individually.


  • Select the elements which you want to see on your map.


  • Determine the resources you now have and the ones you'll need.


  • View the customer experience for yourself.


  • Make the necessary changes.

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