One of the biggest problems faced by businesses and brands is that they see their product from their own perspective; they’re too obsessed with the bells-and-whistles of the backend, and neglect to consider customer experience.
Customer Journey Mapping is fundamentally designed to address that – to give companies the ability to get a customer’s eye view of the user experience and to heed off problems as a result. This has two main benefits for business:
Tailoring your UX more for the consumer, giving them a better all-around experience.
Losing fewer customers as they engage with your brand (and therefore increasing profit).
Building a physical Customer Journey Map is important for knowing how your business works, spotting potential weaknesses and allocating resources effectively. It will help you to constantly improve and streamline your customer service, as well as identifying (and removing) weak links.
According to Forbes, there is a critical disconnect in the use of Customer Journey Map, as 63% of marketers believe them to be important, but only 55% of senior marketers do not think their company fully understands their… Read More