Customer journey maps are available in a variety of flavors, depending on the business problems you are attempting to solve. Some high-level examples simply seek to define the customer lifecycle and outline campaigns to motivate people to perform specific tasks. Others are more complicated and are intended to serve as a model for long-term marketing and customer service action.
The most effective CX maps include the following “layers” of advice:
1. The business imperatives and customer needs a layer of the journey map
To meet different customer needs and deliver better CX results, each stage of the customer lifecycle necessitates a different approach. On the business side, the marketing and service teams must meet specific goals and KPIs, whereas customers/prospects have unique needs, motivations, and differences that must be recognized and addressed.
2. The narrative of the customer experience/process layer
We can now focus on a detailed description of the customer journey now that we have marching orders for the various customer stages based on customer insights. This is the collection of channels, messages, communication cadences, inbound and outbound interactions, and data collection from first, second, and third parties.
3. The Customer data/technology layer
Even the most beautiful customer journey map won’t hold up without a solid foundation in the technology and data you have now or plan to have in the near future. Data is the lifeblood of customer experience, and the company with the best data will triumph in the end. Finding these answers will significantly accelerate the journey mapping process and result in more actionable customer treatments.
Each layer serves as the foundation for a good customer journey map.
Each of these domains is critical to the development of a customer journey strategy and its eventual execution. At each funnel stage, the customer needs to outline the “marching orders” to the team for a target segment. For more information, please contact Cegura Technologies!
