Customer Journey Maps

Why is a customer journey map important?

A customer journey map captures every touch-point and experience you have with your customers in a visual layout.

Using our own customer journey map template, we will help you to understand which stages of the customer journey might need improvement. It isn’t until we delve into the detail of our customer relationships that we realise how intricate they are. From initial engagement, right through to long-term loyalty, the customer journey map helps you to understand what your customer experiences when dealing with your business.

This can be invaluable when it comes to understanding any friction in your operations which might lead to unnecessary customer churn.

Benefits of customer journey mapping

Creating a customer journey map means you get a clear view of how your customers see your business; you identify gaps in your preferred customer experience and the actual experience; you identify areas for investment to smooth out the buying experience for your customers; and you can highlight development opportunities for people and processes within your business.