Identify all touchpoints consumers interact with to develop an effective customer journey map

New Ideas in MarketingEssential news for marketers, summarised by YouGov
April 30, 2020, 7:24 AM UTC

Have specific goals and objectives in mind while mapping out the customer journey.

This article highlights steps marketers can take to create an effective customer journey map and improve customer experience and sales. Brands must trace consumer experiences step-by-step and identify all the key touchpoints to map out customer journeys.

Marketers must decide on the type of map they want to create for their customers. It could either be focused on customers’ current activities with the brand or their daily routines or predict future behaviours or emotions.

Creating personas with research and surveys can further help marketers track consumer movements and map out an effective customer journey. Identifying pain points and addressing them can help brands realise customer perspectives and resolve them, while enhancing brand engagement and building trust.

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[5 minute read]