Customer journey mapping is a process whereby the entire experience of your customer(s) is mapped out touchpoint by touchpoint. What this does is let you easily visualize exactly what your customer is going through as they discover your project, and therefore see how to optimize the experience for them.
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A detailed and diligent customer journey map can shift a business’s focus onto the customer, through research, insights, and a focus on the touchpoints the customer interacts with most. This allows businesses to find pain points and act accordingly, before massive churn occurs to save their business and move forward into the future.
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As customers interact with brands across ever more channels, almost all digitally, it’s more important than ever that companies know everything about each of those touchpoints, and how to optimize each one so they provide for a seamless experience for the customer.
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Marketing is a field that once was based much more on experience, feel, and the random notions of top executives. That’s the case no longer, as predictive analytics has taken over marketing, leading to campaigns being more tailored – and successful – than ever before.
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