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,...
Key takeways:
A touchpoint is any interaction a company has with a customer, whether online or in person.
Common touchpoints include websites, social media, newsletters, PPC ads, billboards, and trade shows.
Touchpoints...
Key takeaways:
Personalization fosters strong connections by catering to individual needs and preferences.
Relevance ensures sustained engagement at every stage of the customer journey.
Targeted strategies increase conversion rates by addressing specific...
Key takeaways:
Understanding the unique needs and preferences of elderly customers is essential for businesses.
Age-related changes influence how the elderly interact with products and services.
Key considerations in the elderly customer...
Key takeaways:
Gen Z, born from mid-1990s to early 2010s, seeks authentic, personalized experiences and navigates effortlessly through digital platforms.
Challenges in mapping their journey include rapidly changing preferences and ensuring...
Key takeaways:
AI can analyze vast amounts of data in customer journey maps, identifying patterns and outliers to enhance insights.
It has the potential to provide context to data anomalies by...
Key takeaways:
New activities/touchpoints can be added to the CJM immediately, with discussions ideally scheduled every 2 weeks or monthly.
Data updates, if included in the CJM, should occur bi-weekly or...
Key takeaways:
Resource constraints shouldn't deter CJM creation; it can be created gradually.
Lack of customer data isn't a major hindrance to CJM creation.
Short-term projects can benefit from a basic CJM...
Key takeaways:
Integration of customer support and care is vital for customer retention.
Support solves problems efficiently, guiding customers through issues.
Care nurtures relationships, ensuring a positive and memorable journey.
Seamless transition between...
Key takeaways:
Customer journeys often lack clarity in distinguishing activities for different target groups.
Creating separate journeys for each group leads to redundancy and management issues.
Solution: Create personas for each group...
