Key takeaways:
Customer journey map (CJM) creation involves multiple departments beyond marketing.
Sales, marketing, and customer service departments play crucial roles in developing the CJM.
Marketing initiates the process by outlining the...
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...
Key takeaways:
A customer journey map is a valuable tool for outlining marketing strategy and ensuring everyone understands their role.
Maintenance and updates are crucial for the effectiveness of a customer...
Key takeaways:
Include options for potential customers to stay in touch at every step of their journey.
Maintain flexibility in the customer journey map to accommodate unforeseen behaviors and changes.
Assign accountability...
Key takeaways:
A customer journey map visualizes the steps a potential customer takes before and after purchasing.
It organizes marketing activities into phases, providing clarity amidst complexity.
Not all interactions aim for...
