 | | Word of the Day |  | | Daily updates on the latest technology terms | July 8, 2020 | | | customer journey map | | A customer journey map is a diagram that depicts the phases a customer goes through when interacting with a company. The information included on the map should be customer-facing and reflect both statistical and anecdotal insights. The goal of a customer journey map is to provide stakeholders with clear information about how customers prefer to move through the sales funnel. To be effective, a customer journey map should do the following three things: - Focus on the customer's perspective. The journey map needs to focus on how a customer experiences interactions, not how the company perceives those experiences.
- Ensure that the map reflects all communication channels and possible touchpoints. Maps must reflect all potential communication points through which customers want to connect with companies, including phone, email, chat, websites and social media platforms.
- Accommodate paths for multiple customer personas. The map should be able to reflect the fact that different buyer segments may not experience products, brands and services the same way.
When designing a customer journey map, there's no set protocol, but there are guidelines to help ensure the completed map is visually appealing, comprehensive and understandable. Typical customer journey maps include infographics, storyboards and timelines. Continue reading about customer journey maps...
| |  | "A customer journey map is essentially a step-by-step representation of your customers' interactions as they discover, research, purchase and reflect on the value of the product or service." - Andrew Froehlich
| Related Terms You Should Know
graph database Adobe's Customer Journey Analytics pairs a graph database with analytics to solve the problem of identity resolution in the case of multiple customer journey touchpoints. augmented intelligence Augmented intelligence allows customer experience managers to get a clearer picture of customer attitudes, motivations and behaviors. employee journey map "Employee experience journey" mapping borrows directly from customer journey maps -- only employees are the "customers" and their touchpoints include everything from prehire and onboarding to their exit from the company. candidate journey map Candidate journey mapping can help HR uncover the most enjoyable path through the recruiting and hiring process.
Machine learning can help businesses gain powerful analytics value from their data -- but only if it's done right. How much do you know about machine learning and related forms of AI? Take a quiz and find out!
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