A customer journey map is a narrative that unfolds the entirety of a customer’s experience, beginning with the initial contact and progressing through various points of engagement, ultimately culminating in a long-term relationship. This narrative can be laser-focused on a specific segment of the journey or offer a comprehensive overview of the entire customer experience. In either form, its primary function is to pinpoint the pivotal interactions a customer has with your organization. Within these interactions lie valuable insights about the user’s emotions, motivations at each phase of the journey, and the questions they may pose when engaging with each touchpoint. The fundamental objective of a customer journey map is clear and concise: to provide organizations with deeper insights into their customers, fostering a better understanding of their needs and preferences.
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