Customer journey map
This customer journey map example was designd on the base of Wikimedia Commons file: Customer journey with touchpoints English.png. [commons.wikimedia.org/wiki/File:Customer_journey_with_touchpoints_English.png]
This file is licensed under the Creative Commons Attribution-Share Alike 4.0 International license. [creativecommons.org/licenses/by-sa/4.0/deed.en]
"A customer journey map shows the story of the customer's experience. It not only identifies key interactions that the customer has with the organization, but it also brings user's feelings, motivations and questions for each of the touchpoints. Finally, a customer journey map has the objective of teaching organizations more about their customers. To map a customer journey is important to consider the company's customers (buyer persona), the customer journey's time frame, channels (telephone, email, in-app messages, social media, forums, recommendations), first actions (problem acknowledgement) and last actions (recommendations or subscription renewal, f.i.).
Customer journey maps take into account people's mental models (how things should behave), the flow of interactions and possible touch points. They may combine user profiles, scenarios, and user flows; and reflect the thought patterns, processes, considerations, paths, and experiences that people go through in their daily lives. ...
Mapping the customer journey helps organisations understand how prospects and customers use the various channels and touchpoints, how the organisation's is perceived and how the organisation would like its customers and prospects' experiences to be. By understanding the latter, it is possible to design an optimal experience that meets the expectations of major customer groups, achieves competitive advantage and supports attainment of desired customer experience objectives." [Customer experience. Wikipedia]
The CJM sample "Customer journey map" was designed using ConceptDraw DIAGRAM software extended with Customer Journey Mapping solution from Marketing area of ConceptDraw Solution Park.