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The customer journey begins when a prospective customer realizes that they have a need to fulfill, and ends either when they have satisfied their need through a brand, or more hopefully, it will never end, as they remain a loyal customer. A customer journey map looks at all of the interactions that a customer has with a brand as they progress through the marketing funnel across all of the brand’s channels, and it’s a vital key to improving the customer experience.
In our last journey mapping article we discussed the five phases of the customer journey: the brand awareness phase, the consideration phase, the purchasing phase, the retention phase, and the brand advocacy phase. We covered the advantages of creating customer personas, and mapping out each touchpoint in the different phases of the customer journey. Even more importantly, we talked about mapping out the pain points in that customer journey. Finally, we looked at visually displaying th ....

Jill Grozalsky , Michelle Berryman , Jim Tincher , Nancy Porte , Natalya Bucuy , Employee Payroll Department , User Testing Panel , Using Journey Mapping , Drive Customer Focused Change , Every Stage , Capgemini North America , Employee Payroll , மைக்கேல் பெர்ரிமேன் , ஜிம் டிஞ்சர் , நான்சி போர்த்தே , பயனர் சோதனை குழு , ஒவ்வொன்றும் நிலை , ஸாபிஜெமினி வடக்கு அமெரிக்கா , ஊழியர் ஊதியம் ,