Customer journey maps are universally seen as an ideal starting point to understand your business from your customer’s perspective. The customer persona is used to bring the journey map to life and journey maps are written in the customer’s tone of voice (I need / I want).
The path you take will depend on the purpose of the journey map. When used well, it can reveal opportunities for improvement at a specific customer touch point, acting as a strategic tool to ensure every interaction with the customer is as positive as it can be.
No matter what path you take for your journey map, it is important that each of the following is captured for each customer touch point:
Use this template to start mapping the journeys of your customers.
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