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In this video, we have presented a comprehensive guide to Customer Journey Mapping, an essential tool for enhancing your customer experience strategy. We'll start by exploring what Customer Journey Mapping is and why it's a critical component for understanding and improving the customer experience. You'll learn about the different types of customer journey maps, each serving specific business needs, and how these maps can help you visualize every touchpoint in your customer's interaction with your brand. We’ll then walk you through the steps to create an effective customer journey map, from identifying customer personas to mapping out their journey and identifying pain points and opportunities for improvement.
00:00:04- Introduction
00:02:09-What is Customer Journey Mapping?
00:00:04- Why Customer Journey Mapping is important?
00:03:32-Customer State Journey Map
00:03:49- Future State Journey Map
00:04:04-Day-in-the-Life Journey Map
00:04:18-Service Blueprint
00:04:36-Persona Based Journey Map
00:04:52-Empathy Map
00:05:07-Micro Moment Journey Map
00:05:40- Know your Customers
00:05:53- List the Steps.
00:06:19- Identify Touchpoints
00:06:31- Understand their feelings
00:06:41- Spot the Problems
00:06:51- Draw the Map
00:07:17- Make Improvements
-- Frequently Asked Questions
✅ What are the 4 elements of the customer journey?
Vision, empathy, alignment, and consistency are the 4 important elements in customer journey.
✅ What are the 4 pillars of customer experience?
The pillars are understanding and meeting customer expectations, seamless integration, personalization and empathy, and continuous improvement and innovation .They are the building blocks for creating a customer experience .
✅What are the 7 stages of the customer journey?
The 7 steps of the customer journey
Setting clear goals.
Collecting the right data.
Creating detailed customer personas.
Identifying all touchpoints.
Visualizing the journey.
Analyzing and identifying gaps.
Implementing improvements.