Itqualityassurance
Customer journey mapping is important, because it is a strategic approach to better understand customer expectations. It is also crucial for optimising the customer experience. Customer journey mapping is just as important for small and medium-sized businesses (SMBs) as it is for larger companies.
When should you do a customer journey map?
A customer journey map is typically generated early on (often in the research phase ), and should always be created to support a known business goal. Maps that don't align with a particular goal usually won't result in applicable insights.
Why would you use a customer journey map?
Creating a customer journey map can help you and your company visualize how customers feel at all brand touchpoints so you can avoid potential issues ahead of time, increase customer retention, and discover key information to make the best decisions for your business.
