Customer Journey Mapping is the process of creating a visual diagram that represents the steps a customer takes when interacting with your business, from first contact to conversion and beyond. This map helps you understand and improve the customer experience at every point of interaction.
To create a customer journey map, start by identifying the different touchpoints a customer has with your business, such as website visits, social media interactions, emails, and customer service conversations. Then, analyze the data to identify key moments and areas where customers may be experiencing issues or friction.
For example, if you manage a subscription to a streaming service, customer journey mapping may reveal that many users abandon the sign-up process because they find the form too complicated. With this information, you can simplify the form to improve conversion rates and user satisfaction.
