Connect customer dots: Journey mapping

delighted black female barista serving coffee in cup in cafe

Your customer journey includes multiple communication touch points during the pre-pruchase, purchase, and post-purchase stages

Journey mapping lets you visualize your customer journey so you can plan out interactions between your brand and your customer

To do journey mapping, define your goals, define customer goals, assess what’s not working in your current journey and test your hypotheses

Know your goals and those of your customers, be familiar with your current customer journey stages, act like a customer, talk to your customers and research your competitors