What is a Customer Journey Map

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The customer journey map is a practical resource used to manage the buyer's experience.

In turn, it helps to describe on a map the stages, interactions, channels and elements that a person goes through during the purchase cycle.

Each of the phases leading to the product must be analyzed in order to recognize and reinforce the positive moments in the user experience (UX) and eliminate the negative aspects.
When we talk about mapping customer journey maps, it means examining the route a person takes from being a potential customer to becoming a loyal customer.

In fact, most customer journey maps start as a document that describes key events, motivations, and pain points within the user’s experience. The information is then assembled into a visual that explains the experience with the business.

The advantage of knowing this relationship makes it easier to russia consumer email list structure touchpoints and create a more effective method for each customer.

The belief that the customer journey map is a linear path from A to B is a thing of the past. Now, buyers follow a multi-channel cyclical path, so the mapping is more difficult to visualize.

For this reason, business leaders have chosen to use multiple ways to represent that journey, whether it be sticky notes in the meeting room, Excel spreadsheets, or even infographics. The most important thing is that the map makes sense to those who use it.