The customer journey map is a visual story of the customer interacting with your brand. It helps the business understand the customer and see the business from the customer's perspective. It allows you to gain insight into common customer pain points and how to improve them.
All possible customer contact points are mapped out, for example, websites, social channels, interactions with marketing and sales teams.
Customer journeys across these different touchpoints are then created for each buyer persona. Define the stages that the customer goes through with you in terms of personas. Define how, when, and where they are: discover your company, research your product or service, choose you over competitors, buy from you, and maintain a relationship with your company.
The customer experience at each touchpoint should be included in the customer journey map. This can include what actions the customer needs to take and how your brand will respond.
