Product
Customer Journey Mapping
Definition of
Customer journey mapping is a process of visualizing the entire customer experience from the initial customer touchpoint to the final purchase decision. It involves creating a detailed map of the customer's journey, analyzing their behavior at each step, and identifying key opportunities for improvement. The purpose of customer journey mapping is to create a comprehensive understanding of the customer's experience and identify areas where improvements can be made to increase customer satisfaction and loyalty. It can help businesses to optimize their customer experience, identify pain points, and develop strategies to enhance customer engagement. For example, a company can create a customer journey map for their e-commerce platform to better understand the customer's behavior, preferences, and pain points. This can help them to optimize their website layout, improve the checkout process, and provide more personalized customer support.
