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A customer journey map is a diagram that visualizes how customers engage with the various touch points of a business and move from one to the next.
Today’s customers interact with businesses through several channels, including social media, email, chat, website browsing, print advertising, and more. A customer journey map is a visual representation of how customers move through those various channels, interact with each, and end up at specific conversion points.
By mapping out the customer journey, a business can see which channels are working well (and which aren’t) and where customers are getting stuck.
Businesses can create customer journey maps by gathering data on their various touch points, specifically focusing on the customer experience at each stop.
From there, they can map out existing and ideal journeys and adjust their sales, product, or marketing initiatives to make the journey smoother for customers.
Customer journey maps also help businesses set benchmarks for conversions and sales and outline ideal buyer personas that support tailored marketing efforts.
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