To help you design the best customer journey mapping research, here are a number of tips to consider. ![]() There should be no doubt that a mix of personas will help uncover more valuable insight into the customer journey. A diverse team with valuable perspectives to bring to the table will help you develop an inclusive research strategy and objective. Although each team might have different goals, there is only one customer. Often, CX teams, UX teams, and market research teams work in silos. How to do Customer Journey Mapping research?įirst, it is important to build a diverse team that will have valuable contributions to your research. Second, the journey map allows you and your entire organisation to understand the context of your customer, at each moment they interact with your brand, product or service. One of the main aims of customer journey mapping research is to develop a deep understanding of the emotions customers experience throughout their journey. The output of the Customer Journey mapping process typically results in a visual representation of the customer journey, i.e. It is the process of capturing each and every touchpoint a customer experiences with a brand, product or service. ![]() What is Customer Journey Mapping?Ĭustomer Journey Mapping is all about developing empathy for your customer. Our goal at Indeemo is to get you closer to the moments that matter so you can empathise with your customers and deliver a more delightful customer experience. To deliver a seamless customer experience, you must understand the context of every touchpoint and the “why” of every positive and negative interaction. It has become difficult to follow your customer through each touchpoint of their journey, especially using traditional quantitative research methodologies only.
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