Customer Journey Mapping visualises the customer's path from awareness to purchase, highlighting interactions, emotional states, and decision points. It identifies improvement areas for satisfaction and engagement, fostering a customer-centric strategy that drives loyalty and business growth through cross-functional collaboration and empathetic insights.
Methodology:
- Define goals,
- Gather customer data,
- Create customer personas,
- Identify key touchpoints,
- Map the customer journey,
- Highlight moments of truth,
- Analyse and identify opportunities,
- Develop action plan,
- Implement, monitor, and iterate.
Benefits:
- Enhanced understanding of customer experiences,
- Identification of pain points and opportunities,
- Cross-functional alignment and collaboration.
Limitations:
- Complexity and resource intensiveness,
- Risk of incomplete or biassed perspectives,
- Difficulty in measuring impact.