Customer Journey Mapping For Online And Offline Business

How to effectively utilized customer journey mapping for competitive advantage

4.43 (7 reviews)
Udemy
platform
English
language
Sales
category
instructor
15
students
1 hour
content
Oct 2023
last update
$19.99
regular price

What you will learn

Lear steps to create complete customer journey mapping

Learn how to analyze the customer journey map

Learn tests to measure customer journey

Key benefits of customer journey mapping

Significance of customer journey mapping

Important tips for customer journey mapping

Description

Customer journey mapping ( also called user journey mapping) is the process of creating journey map, a visual story of your customers interaction with your brand. This exercise help businesses step into customer shoes and see their business from the customers perspective. It allow you to gain insight into common customer pain point and how to improve those.

Firstly, all the possible customer touch points are mapped out, for instance, a website, social channels, interactions with marketing and sales teams. User journey are then created across these various touch points for each buyer persona. For example, a millennial buyer persona may typically become aware of a product on social, research it on the mobile version of your site, and finally make the purchase on a desktop computer. The customer experience at each touch point should be included in a customer journey map. This can include what action the customer needs to take and how your brand response.

Customer journey mapping is important, because it is a strategic approach to better understanding customer expectation and is crucial for optimizing the customer experience. Customer journey mapping is just as important for small business as it is for very large companies and multi national organizations. Customer journey mapping are changing for all businesses, regardless of size - customer demand and omnichannel approach to customer service, marketing and sales.

Content

Introduction

Introduction
Introduction to customer journey mapping

Steps To Create The Complete Customer Journey Maps

Nail down your buyer parsona
Understand your buyers goals
Map out buyer touch point
Identify customer pain point
Prioritize and fix roadblocks
Update and improve

How To Analyze The Customer Journey Map

Look for points in the journey where expectations are not met
Identify any unnecessary touch points or interactions
Identify the low point or points of friction
Pinpoint high-friction channel transitions
Evaluate time spent in your journey map
Look for moments of truth
Identify high points where experience are met or exceeded

Tests To Measure The Customer Journey

Customer surveys
Digital shop alongs
Customer usage data
Customer interviews

Key Benefits Of Customer Journey Mapping For The Company

Understand customer emotions / identify gaps in service or communication
Reduced cost / increase sales

Conclusion

Tips for customer journey mapping

Screenshots

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Reviews

Foodee
May 6, 2022
The best way to ensure you get the right information to informed the company decision is to ensure that the company interview their customers so that they can get the right information from their customers.
Kinapo
April 6, 2022
The understanding of the customer is very important in aiding the customer with strategies to make the customer happy.
Kaprim
February 12, 2022
The customer journey mapping helps the organization to ensure that they clearly understands the customer and are willing to support the customer with any thing that will make the customer happy.
Kapo
December 29, 2021
Consistently updating and improving customer delivery of service or ensuring you enhance customer touch points is very key in ensuring you deliver the best for your customers.
Philip
December 15, 2021
Understanding your buyers goals clearly put you a head of competition, its a sure way to know specifically what your buyers are aiming at and how best you can meet their needs with a key targeted strategy.
Tina
October 31, 2021
There were a few important points that were shared in delivery, however, the delivery was very much lacking. Essentially, this course entailed the instructor speaking at you for the duration and was not my ideal method of learning.
Popoyus
May 2, 2021
how to analyze the customer journey is the key area i have taken in this course because it show a very detail road map to achieve the journey, i will implement it in my small business.

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3937746
udemy ID
3/25/2021
course created date
4/12/2021
course indexed date
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course submited by