Abstract:

Research by American Express found that 86% of customers are willing to pay more for a better experience. To improve the customer experience and subsequently customer's loyalty firms started to focus more and more on the customer journey.

Customer journey is the set of all customer actions and interactions with a product, service or the company and its employees. These actions can be real or possible and go beyond the purchase process, including the pre-sale and post-sale stages. Customer journey is a strategy used in the management of the customer experience, having a clear and defined image of the customer journey is critical to improving customer experience. Hence the importance customer journey mapping.

A customer experience journey map illustrates all of the touchpoints a customer has with a firm as they weave through the marketing funnel.

This article will give you some insights on how brands can successfully create and implement an effective customer journey.

https://www.cmswire.com/customer-experience/customer-journey-mapping-a-how-to-guide/