A customer journey map is a visual representation of a customer's journey (also known as a buyer's journey or a user's journey). It helps you tell the story of the customer's experience with the brand at all touchpoints. Whether your customers are interacting with you via social media, email, web apps, forums or many other channels, representing customer journeys visually helps ensure that customers don't miss out.
Here are some questions you need to ask yourself when creating a customer journey map:
How do your customers discover you? How do they solve (or deal with) problems before using your solutions?
What are the customer problems you want to solve? Or in other words, what are the common problems and pain points that your product can help alleviate?
Is it easy for customers to get customer service support?
How do you improve customer engagement through various channels?
Is it easy for customers to pay for your product or service?
