JOURNEY MAPPING

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Journey mapping

Journey mapping is a tool used in the field of customer experience to map the customer's experience with a company at all points of contact they have with it. It consists of analysing all the steps a customer takes in their relationship with the company, from the first contact to customer loyalty, and understanding their emotions, expectations and needs at all times. With this tool you can identify the critical points in the customer experience and work on them to improve satisfaction and loyalty. Some of the steps to apply journey mapping in a company are: identify the objectives of the project, define the customer profile and their needs, identify the points of contact with the company, analyse the customer experience at each point, identify the emotions and expectations of customers at each point, define the problems and opportunities for improvement, prioritise actions and define an action plan.

Tools that can be used to apply journey mapping include experience maps, flow charts, customer interviews, focus groups and data analysis of company systems. Some success stories in the application of journey mapping are Airbnb, which used this tool to improve the user experience on its platform, and Starbucks, which used it to improve the customer experience in its shops.

When is it interesting to apply journey mapping?

Journey Mapping is interesting to apply when you want to better understand the customer experience in relation to the company's products or services. It can be used to analyse customer-company contact points, identify opportunities for improvement and optimise processes to improve customer satisfaction. It is also useful, for understand how customers perceive the company's products or services and how they relate to the brand in general.

What is the can they get new business using journey mapping?

A NEW COMPANY CAN ACHIEVE SEVERAL THINGS BY USING JOURNEY MAPPING, AMONG THEM:

1. Better understand your customers' needs and expectations: journey mapping enables companies to understand the pain points, needs and expectations of their customers throughout their buying process. This helps the company identify areas for improvement and design solutions to effectively meet customer needs.
2. Identify opportunities for improvement: By mapping the customer journey, a company can identify areas of its buying process that need improvement. This may include improving the user experience, reducing friction or improving customer service.
3. Increase customer retention: By better understanding its customers' needs, a company can design a personalised customer experience and meet their expectations. This increases the likelihood that customers will return and recommend the company to others.
4. Identify new potential customers: By better understanding the pain points of its existing customers, a company can design solutions that attract new potential customers. This may include creating specific products or services to meet customer needs.
5. Improve operational efficiency: By better understanding its customers' buying process, a company can identify areas for improvement in its internal processes. This may include automating processes or removing bottlenecks in the purchasing process.

In short, journey mapping can help a start-up improve its customer experience, increase customer retention, identify new business opportunities and improve operational efficiency.