Driving Profitable Business Growth through understanding your Customer Journey with Alison Morgan
A customer journey map is a visual storyline of every engagement a customer has with a service, brand, or product.
Understanding this means you don’t need to rely so heavily on social media. An algorithm you can’t control.
If your current customer journey is full of bottlenecks and areas of friction, this translates to a bad customer experience and essentially a poor reputation. Mapping a more streamlined customer journey helps you enhance your enquiries, conversions and customer lifecycle.
Once you have mapped out your customer journey, what’s likely to happen is that you’ll notice 2 elements:
You’re spending too much time on activities that don’t impact the customer journey
You’re spending too little time on activities that do impact the customer journey