What is Deep Customer Journey Mapping?
Customer journey maps are documents that show customers’ processes, perceptions, and needs throughout their relationships with a company. To put it better, a customer journey map can be defined as a tool that enables you to visualize the experience of interacting with your brand from the customer’s point of view. Through this map, you can look at how your customers experience your brand in real versus how you think they do. As you understand your customers better, you better deliver on their expectations. In a way, customer journey maps lend businesses a means of getting into their customers’ heads, helping them gain valuable insights, as well as understanding common customer pain points. When brands build empathy for their customers through deep journey mapping, they understand what buyers want and how they feel. Gaining the knowledge and insights gathered via customer journey maps, brands apply that to crafting high conversion landing pages, engaging marketing campaigns, and much more. Besides, deep journey mapping enables you to identify operational inefficiencies and anticipate how your customers may react under varied circumstances. The end result is a highly intuitive, optimized customer experience (CX).
Business Benefits of Deep Customer Journey Mapping
- Bridges the gap between sales, marketing, and operations
- Helps you build an emotional connection with your customers
- Enables you to better understand your customers
- Identifies potholes throughout the customer journey and fills them with effective touchpoints
- Predicts consumer behavior and brand success in a better manner