Customer journey maps use stories and visuals to illustrate the customer's relationship with the business over time. The story is told from the customer's point of view and provides insight into the customer's overall experience. It helps your team better understand and address customers' needs and pain points as they experience your product or service. In other words, planning a customer journey provides your business with an opportunity to understand how your brand attracts potential customers first and then through the touch points of the entire sales process.
Here are the simple steps for development a Customer Journey Map:
Step 1. Define your persona
Step 2. Define your customer phases
Step 3. Describe the Touchpoints Your Customer Uses to Interact with Your Organization
Step 4. Conduct research
Step 5. Determine points of friction
Step 6. Resolve
Step 7. Review and re-map journey on regular basis
