Customer Journey Mapping
A Guide to Touchpoints
The challenge for every company is not to lose customers on their journey. On the way to the purchase, there are many places where customers can stop the process if they are not completely satisfied or become aware of a better offer. Throughout the entire period that a customer is considering or making a purchase, it is important to encourage them along the way and get them to make the final purchase.
Visualizing the customer journey can be very helpful in understanding customer behavior and taking the right actions to support the customer. In a so-called customer journey map, the entire journey for specific products, customer groups, or services can be graphically displayed. It is important to structure the journey and to record the customer experience at individual points in order to understand it and to be able to intervene in the right places.
The white paper is now available for you.
How to create a customer journey map
In this white paper, we introduce the concept of a Customer Journey Map and explain how to create and use it correctly. Successful customer journey mapping enables companies to analyze their customers' journey and gradually improve and positively shape their experience. The following questions are addressed:
- What does the structure of a customer journey map look like?
- How do you create a customer journey map and what do you need to pay particular attention to?
- How do you use the Customer Journey Map correctly?