What does 'Customer Journey Mapping' involve?

Customer Journey Mapping involves creating a visual representation of the various steps and touchpoints a customer experiences when interacting with a company. This method allows organizations to understand the customer's perspective, identify pain points, and enhance the overall customer experience. Through this mapping process, companies can visualize each interaction a customer has with their brand, from initial awareness to post-purchase feedback. This insight helps businesses make informed decisions to improve customer satisfaction and loyalty by addressing specific areas that may need improvement.

This approach is distinct from simply analyzing market trends or focusing on employee training and product evaluation, as it centers specifically on the customer experience and journey. It highlights the importance of understanding how customers perceive their interactions with a company, ultimately leading to better service design and enhanced customer engagement.