A 3-step process of designing Customer Journey Maps and launching new campaigns
A 3-step process of designing Customer Journey Maps and launching new campaigns
The actual design of customer journey maps is usually the output of a number of internal workshops and interviews with clients that are later processed by external consulting companies so as to have a ”fresh” view of the sales process and how clients interact with brands.
A customer journey map is a guide marketing departments can use to improve each touchpoint and make sure we can keep clients satisfied or even “delighted” at each step of the journey so they will end up buying our products (and hopefully spread the word to others).
It is also a great occasion to gather feedback from users about our different touchpoints, to fine tune the process. It’s an exercise in continuous improvement, even after decades.
Markets and customers will eventually change - maybe they already have - and so must you.