Today's brands will compete mainly based on good customer experience. Understanding the customer's needs starts with understanding their point of view and customer journey map (CJM) is is a strategic approach to better understand customer expectations and is critical to optimizing the customer experience. The biggest benefit of the CJM approach is that it helps you understand your customers better. The more you understand their expectations, the more you can tailor the customer experience to their needs.
Here are the benefits of CJM:
Provides a bird 's-eye view of the entire customer journey
Bringing the team together, addressing specific customer barriers, and understanding the core customer journey path, where additional development will have the greatest impact.
Minimize negative customer experiences and improve faster customer conversion rates by identifying key steps and decision points.
Improve customer retention by understanding how customers move at each stage of the procurement cycle and ensuring that all stakeholders have the right information.
Allows an enterprise to extend the journey of an individual customer in a particular channel.
Understand metrics needed to identify customer progress and drop-off points and provide opportunities for customer re-engagement.
Allows the organization to prioritize actions in its customer experience strategy
Gaps between channels and departments are exposed
