Customer journey mapping

Customer Journey Mapping

Customer journey mapping is a way to understand what a customer goes through when using your product or service. It looks at every step: from discovering your business to making a purchase and beyond. In this way, a business can see what’s working, what’s frustrating, and where they can make things easier.

Why it’s important for your business

If you don’t know what your customers experience, you can’t fix what’s broken. Mapping the journey helps spot problems, improve the process, and keep customers happy. A smoother experience means people are more likely to buy, come back, and recommend your business.

Examples

1. E-commerce: An online store realizes that customers often abandon their carts at checkout because shipping costs aren’t shown early enough.
2. Finance: A banking app finds that people give up halfway through a loan application because the form feels too long and complicated.
3. Food Delivery: A delivery service notices that customers get frustrated when they don’t know how long their food will take, so they add a live tracking feature.

By mapping out the customer journey, businesses can see things from the user’s perspective and make real improvements that keep people coming back.

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