Improving CX Through Better Customer Journey Mapping
PHOTO: Adobe The customer journey begins when a prospective customer realizes that they have a need to fulfill, and ends either when they have satisfied their need through a brand, or more hopefully, it will never end, as they remain a loyal customer. A customer journey map looks at all of the interactions that a customer has with a brand as they progress through the marketing funnel across all of the brandâs channels, and itâs a vital key to improving the customer experience. In our last journey mapping article we discussed the five phases of the customer journey: the brand awaren...
Source: cmswire.com