Mapping Your Customer Journeys Across Touchpoints: Examples & Techniques | MyCustomer | My Scoops | Scoop.it

Jim Roberts provides a sample map to share tips on the mapping process.

 

Understanding your customer and how they interact with your business directly and indirectly is critical in driving improved value, repeat business and longevity of relationship. To deliver this and to be able to create a communication strategy which builds a conversation with your customers, it helps to visualise current and planned customer journeys and the key touchpoints across different marketing channels.

 

So, where do you start when looking at your business and the journey a customer takes in the initial phases of a decision-making process and in follow-up phases as the relationship builds? This post has been written to provide advice and guidance to marketing professionals on the key steps to mapping your customer’s journey with you.