A customer journey map (also known as a user experience map) is an information map that visually illustrates a user's journey through the entire purchase process, starting with initial contact or discovery, through the engagement process, and ultimately the formation of long-term loyalty and promotion.
A CJM identifies key interaction and touch points with your business across a variety of business channels (such as social networks, mobile applications, sales channels, email, etc.) and details the customer's goals, motivations, and feelings at each step.
Trouble Shooting Your Business Process with CJM
In particular, a customer journey mapping technique that allows us to address whether an organization is consistent with customer needs was created to evaluate through different customer process scenarios:
Customer-driven inbound contact, i.e. ticket service, email enquiries.
Company-driven outbound contact, i.e. blog post, emails, push message
Interaction and face-to-face interaction, i.e. a customer voice interview.
How are the multiple connections connected together, i.e. the social network, the smartphone apps?
Customer desires, feelings, opinions, i.e. likes and feedback on social networks
Clients' perceptions of their experience with the business, such as surveys, questionnaires, etc.
Areas where the business can struggle to satisfy customer requirements, complaints from different channels
