Imagine you're planning a trip to a new city. You probably wouldn't just jump on a plane and wing it - you'd do some research first, right? The same principle applies when you are trying to understand your customers. You shouldn't try to engage with customers without understanding their journey.
Customer journey mapping is all about figuring out what your customers are thinking and feeling at each step of their journey with your business. It's a way of putting yourself in your customer's shoes and seeing things from their perspective.
Figure 1. What is it?
Figure 2. An Example
Figure 3. Touchpoints on the Customer Journey
Figure 4. Digital and Analogue Touchpoints
Figure 5. Journey Mapping
Figure 6. Touchpoint Design
Figure 7. Creating your own Customer Journey Map