標題: What is the Customer Journey? [打印本頁] 作者: sinthiya007 時間: 2024-11-7 13:43 標題: What is the Customer Journey? Getting into the minds of your customers is challenging. You’ve probably asked yourself: why does a customer spend so much time browsing your website, browsing your product page, adding products to their cart, and then closing the page? Or: why do users take multiple steps to get from point A to point B, when they should only have to take one?
Whatever your question, the answer may be that you are not familiar with the term customer journey . The customer journey is the process that describes how your customer interacts with your company to achieve a goal.
But... what exactly is a customer journey?
It’s simple. The customer journey is the sum total of experiences consumers go through when interacting with your business and brand. Rather than looking at it as one part of a transaction or experience, the customer journey documents the entire experience of being a customer.
Think of the customer journey as a “roadmap” that details all of your customer’s interactions with your brand. However, simply understanding it isn’t enough. The best way to understand a customer journey is to visualize it in a diagram that you and your company can use as a resource. This is where customer journey maps come in.
costumer journey map
What does a customer journey map include?
As you’ve probably already noticed, the best way to visualize how a customer interacts with a company is to map it. By understanding this relationship, you can structure your touchpoints to create a more effective on page seo service and efficient process for your customers. A customer journey map details the current process, from the first touchpoint to the end, to see if customers are achieving their goals and if not, how they can do so.
What are the benefits?
You can create a new target audience base
You can implement more proactive customer service
It can increase your customer retention rate
You can instill a customer-centric mindset throughout your business
Much of customer journey mapping starts as Excel sheets that outline key events, customer motivations, and areas of friction within the user experience. This information is combined into a comprehensive visualization that describes an experience with your business.
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