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,...
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...
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...
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:
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...
