Customer Journey Map is a product development method that is based on a detailed analysis of the audiences’ needs and behavior. It provides a visualized history of consumer interaction with a product, service, company or brand through various channels and during a certain period of time. This allows companies to objectively analyze the experience of customer interaction with the product. It also enables companies to fix and eliminate any barriers that arise and to offer recommendations for improving the product. The results are plotted on a graph, which features customer’s contact points with the product and describes customer actions, feelings and possible problems.
Designing a Customer Journey Map consists of the following steps:
After determining the main stages of the Customer Journey, you need to understand the following:
In order to answer these questions, we analyze a large amount of data relating to the behavior of specific consumers and collected using various methods of information collecting.
The structure of the Customer Journey Map includes the following components:
The Customer Journey Map will demonstrate:
WHY CHOOSE 4Service?
believe that SMS alerts are much more informative than a call from a company.
of customers consider messengers to be a modern tool for communication with a company
the profits of brands that have implemented personalization
of the respondents are more likely to choose the brand that offers a personalized approach
of millennials are bought from those they know.
of customers expect to be supported on social networks
Web Social Media
of the respondents prefer to buy using a smartphone, because it saves time
of staff make the management or their HR manager aware of their mental health and any issues they may be experiencing with it.