What is CJM (Customer Journey Mapping)
A customer journey map is a visual representation of the steps customers take when they interact with a product, service, or brand. It's a helpful tool for understanding what customers go through during their interactions with a company. By creating a map of the customer's journey, a company can identify pain points, areas for improvement, and opportunities to make things even better for their customers.[1]
Creating a customer journey map involves gathering information about the customer's experience at each stage of their journey. Begin with understanding the touchpoints, actions, and emotions that customers experience by collecting data through various methods, such as:
- Customer interviews
- Surveys
- Observational studies
- Data analysis from customer feedback, reviews, and social media
Customer journey mapping is an ongoing process that should be done regularly to ensure that a company is meeting the needs and expectations of its customers. How often a company decides to do customer journey mapping might depend on the industry, how complicated the customer experience is, and how fast things change in the market. It's usually a good idea to do customer journey mapping at least once a year or whenever there's a big change in the customer experience. This could happen if the company introduces a new product or service, if customer behavior shifts, or if there's a change in the competition.
