JOURNEY MAPS

 JOURNEY MAPS

Customer journey mapping is not a one-time task—it's an ongoing process that requires continuous refinement to adapt to evolving customer behaviours while ensuring alignment with your brand's commitments. Customer touchpoints, specific interactions occurring throughout the buying process, represent pivotal moments of engagement with your brand, whether online or offline.

Digital Customer Enhancement:

• Understanding customer behaviour
• Identifying pain points
• Measuring satisfaction and loyalty
• Evaluating digital marketing efforts
• Enhancing communication and collaboration

Approaches:

• Establish objectives!
• Develop personas!
• Identify stages of the journey.
• Map touchpoints and channels!
• Gather data and insights!
• Address pain points and seize opportunities!
• Develop and implement strategies!
• Continuously monitor and refine.

Key Elements of Target Audience:

• Demographics
• Values
• Interests
• Lifestyle

Phase	Awareness	Research	choice	Purchase
Goal	Consumer begin learning, plans and work	Consumer are conducting research to choose	Consumers have the discovery phase	Final of purchase
Legend	Touch point Map ( Graph sample)
Level of effort	Bright spot (High satisfaction)	Hot spot (Importance satisfaction)	Over – invested.  (higher than Importance)

 

Thanks for reading…

Stay tuned!

SM