A customer journey map is a visual representation of the key highlights of a customer's experience with a company, product or service. A journey map documents a buyer's first interaction with the brand to their entire journey of becoming a customer.
Customer Journey Maps are important because of the various benefits they contribute to the growth and enhancement of a brand. They provide valuable insights that pinpoint a customer's pain points and help you understand what they want.
Customer Journey Maps provoke the brands to step into their buyer's shoes and see themselves from the buyer's perspective. This helps them clearly understand the gap between customers expectations and experiences.
Therefore, documenting customer insights carefully is important to improve customer satisfaction and brand performance in the market.
Customer Journey Maps can be used to:
Creating a customer journey map in PowerPoint is a time-consuming process and requires advanced PowerPoint skills. You can use the auto shapes of the PowerPoint in the home section, edit and customize them to create an effective customer journey map.
Here the 7 steps to effectively map the customer journey:
You can analyze your user journey in different ways:
Current state: These journey maps show what your customers do and feel as they interact with your brand today.
Future state: These journey maps show what your customers will do and feel as they interact with your brand at some point in the future.
Blueprint: Journey blueprints can help you identify and examine the root causes of existing customer pain points.
Day in the life: These maps highlight existing pain points in people's lives, they are best suited for driving innovation through addressing unmet customer needs.
The customer journey is the representation of the touchpoints your customer engages with your brand. It is a visual interpretation of customers relationships with your organization, service, or brand over time and across different channels. However, customer experience is how your customers feel about the whole process. The customer experience dives much deeper into each touchpoint and uncovers the and the whole experience and emotions of each touchpoint and the transitions in between.
A touchpoint is where your customers interact with your brand (physically or digitally) that might change the way your customer feels about your brand, product, or service. Developing an understanding of each touchpoint in your customers journey means that you can design better customer experiences. Improving touchpoints that are within your control can help you improve those that are outside of your control too.