Customer Journey Map

The problem with using spreadsheets for customer journey mapping (Do this instead!)

Key takeaways: When considering tools for customer journey mapping, spreadsheets like Excel or Google Sheets are an option. Using spreadsheets for CJM involves organizing touchpoints and details in rows and columns,...

Customer journey mapping for non-profits: Where to start?

Key takeaways: Customer journey mapping (CJM) is valuable for non-profits to understand stakeholder experiences and improve engagement. CJM helps non-profits target fundraising, increase impact, optimize volunteer programs, and boost advocacy efforts. To...

6 little-known advantages of creating a customer journey map

Key takeaways: CJMs provide CEOs with insight into marketing activities and KPIs for strategic evaluation. Improved collaboration between departments is facilitated by sharing CJMs, reducing communication barriers. CJMs serve as a knowledge...

A short history of customer journey mapping and where it’s going

Key takeaways: 1985: Ron Zemke and Don Peppers initiate customer journey mapping to address service issues at a telephone company, focusing on emotions and pain points. 1998: OxfordSM uses journey mapping...

Why Miro, Figma, ClickUp, or Lucidchart aren’t good for CJM (+ the alternative)

Key takeaways: Specialized customer journey mapping (CJM) tools are essential for efficient and effective mapping. Diagramming and whiteboard tools lack crucial CJM features and structure, leading to inefficiencies. Using DAWTs for CJM...

7 things to avoid in customer journey mapping

Key takeaways: Maintain consistent structure in touchpoints for clarity and usability. Include relevant data and metrics to provide a comprehensive view of activity performance. Organize activities into clear phases to facilitate understanding...

What would an ultimate customer journey mapping tool look like?

Key takeaways: Drag-and-drop feature for easy editing and rearrangement of touchpoints. Integration with various online tools for real-time data and KPI tracking. Detailed persona description with a grading system for better customization. Informative...

6 ways how customized customer journeys can increase your revenue

Key takeaways: Customized customer journeys boost customer engagement and satisfaction. Tailored experiences improve customer retention rates. Identifying upselling and cross-selling opportunities becomes more efficient. Targeted strategies reduce cart abandonment rates, leading to increased...

8 reasons why customer journey maps are so frustrating (and what to do about it)

Key takeaways: Crafting CJMs can be overwhelming due to intricate interactions and variables. Marketers struggle with managing and integrating abundant data from various sources. Continuous updates and maintenance are challenging due to...

How See, Think, Do, Care phases work in CJM?

Key takeways: See phase: Customers become aware of the brand, emphasizing visibility and brand exposure. Think phase: Customers consider various options, conducting research and comparing products/services. Do phase: Customers make a purchase,...