Understanding my customer and his behavior is vital.
How this helps you
Take time to imagine what a day in the life of your customer looks like. Start with the sound that wakes her up. At what point in the day would she use your product or service and how often? If you have no customer think of how you would use it yourself.
What is it?
The customer journey map is an oriented graph that describes the journey of a user by representing the different touchpoints that characterise his interaction with the service.
A touchpoint s any time a potential customer or customer comes in contact with your brand or solution. This includes before, during, or after they buy something from you. In this kind of visualisation, the interaction is described step by step. It is a detailed visualisation of your customer experience. So, it involves customer emotions, the touchpoint with your product or service, his actions and his goal. It is about understanding the needs and actions of your customer.
How does it relate?
Customer touchpoints are your brand’s points of customer contact, from start to finish. For example, customers may find your business online or in an ad, see ratings and reviews, visit your website, shop at your retail store, or contact your customer service. Seems like a long list, but these are just a few of your touchpoints!
Your next Waypoint
Identifying your touchpoints is the first step toward creating a customer journey map, and making sure your customers are satisfied every step of the way. Find more information via one of the below links.