Better customer experience: start with customer journey mapping [infographic]
With the rise of mobile and explosion in digital content, today's customers experience brand uniquely depending on their preferred channel. Mobile has opened up too many touch points for them to interact with before making a purchase. Following a simple linear path of the traditional sales funnel is no longer enough to understand the increasingly complex customer experience. As a result, it now requires a different strategy for brands to manage customer experience across the entire journey. In this case, customer journey mapping would do a better job of providing a holistic view into how they interact and engage with your brand, allowing you to improve overall experience. What is Customer Journey Mapping? Customer journey map is the visualization of the end-to-end customer experience with your brand. Illustrating the steps your customers go through, it uncovers the insights you need to serve them with the content, products and offers in line with their desires. Your ...