Customer Journey Mapping

WHAT IS CUSTOMER JOURNEY MAPPING?

The customer journey refers to the different stages and touchpoints that customers encounter when trying to achieve a goal or satisfy a need with a brand.

Customer journey mapping is a framework designed to help you improve customer experience. A customer journey map records and visualises every interaction a customer has with your brand, documenting the feelings, motivations, queries and issues they experience at every touchpoint.

Customer journey mapping can encompass the entire customer journey, from initial contact through to post-sale support and the development of a long-term relationship, or you can use it to study a particular point in the journey.

WHY USE A CUSTOMER JOURNEY MAP?

If rigorously researched, a customer journey map is invaluable for any business and well worth the requisite resources, time and effort that go into it. By putting yourselves into the position of your customers, and viewing your brand and communications as they would, you gain new insight into their needs and how you can better meet them.

Customer journey mapping will help you:

  • Better understand your customers
  • Uncover gaps and low points in your CX
  • Decide the best way to prioritise time and projects
  • Understand what you need from a Web Experience Management solution
  • Discover strengths that you can highlight to stand out in your marketplace
  • Instil a collaborative culture, and connect your knowledge management strategy with CX improvement.

WHERE DOES VASSIT COME IN?

Whether you need us to consult, advise, or conduct the process for you, we can assist you with your customer journey map as much or as little as you like. 

PROFESSIONAL CUSTOMER EXPERIENCE CONSULTING

Our qualified technology consulting team boasts advanced expertise in customer experience and the customer journey mapping process.