Understanding a customer’s journey has always been a challenge for marketers, and frankly there hasn’t been an easy way to go about it. However, irrespective of how well you map your customer’s journey, it comes with both positives and negatives. And like any other marketing documentation and research, it boils down to two things:
- Identifying the goal and the purpose behind it.
- Knowing how to apply and use it.
So, before getting down to the nitty-gritty details of how to create the perfect customer journey map, let’s unearth the very nature of the same.
What Is Customer Journey Mapping?
To cut a long story short, a customer journey map is a compact visual representation of an end-to-end customer experience. To be more precise, a customer journey map gives a detailed insight into all the places and touchpoints in which your customers come into contact with your brand, including both online and offline data. The whole point behind devising a customer journey map is to help you look at your brand from a customer’s viewpoint.
Here is how a typical customer journey map would look.
