How to get started with Customer Journey Mapping in three steps

Customer Journey Mapping
How to get started with Customer Journey Mapping in three steps

You might have heard the term Customer Journey Mapping in keynotes, on social media or during a meeting. In a nutshell Customer Journey Mapping tells the story of your customers interacting with your company’s touchpoints during their entire lifecycle (e.g. Clicking on a Twitter Ad, with a smartphone, to learn more about your product).

Thereby identifiying sources, contexts, needs and expectations of your customers in their different stages of the lifecycle. These different dimensions of insights can be gained by conducting user research and working with personas. Once these have been established you can get going.

Here is what creating a Customer Journey Map can look like in action:

 

While this activity looks and sounds pretty straight forward getting started might turn out to be trickier than imagined. The difficulty is always to put yourself into your customers shoes. However if you’re not sure what it entails and how you can get started. Here are a three resources that should enable you to create your first Customer Journey Map:

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Daniel Truninger

Daniel Truninger

Senior Consultant & Business Analyst at Atos Consulting
Daniel is a senior consultant and business analyst with a background in various roles in digital. In this capacity I have provided my knowledge and experience for leading organisation in different verticals. When not at work I'm a dad and husband. In my spare time I connect with nature on trail runs, keep a critical eye on digital trends and follow the fortunes of my favourite football teams.
Daniel Truninger
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How to get started with Customer Journey Mapping in three steps
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How to get started with Customer Journey Mapping in three steps
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Want to get started with Customer Journey Mapping but to sure how? Here are three resources which should help you get started.
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Atos Consulting CH
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