A customer journey map (CJM) is a graphic illustration of the experience of your customer. This helps you to observe the pathway a customer takes when they order a product, register for a product or services, or connect with your website otherwise.
A customer journey between the individual and the company is a complete experience. It includes all customer interactions across all channels, apps, and touchpoints at every level of the customer life cycle, from awareness to loyalty. Companies connect with consumers via a broad range of channels, but often struggle to relate all operation to the customer's journey: sales, marketing and customer service strategies are all isolated from each other, resulting in a disjointed customer experience.
Here are steps for you to create a CJM:
Setting goals and objectives
Determine the target customer group and create a persona
Identify touchpoints through business channels where customers interact with the company.
Identify the resources you need and get the commitment from management
Collect data, conduct investigation and analysis
Review the results with the team, and then make suggestions and improvements
Test it, review and measure its effectiveness
Iteration and progress!
