A Customer Journey Map is a visual representation of the experiences and interactions that a customer has with a company over time. It is a tool used to understand the customer’s perspective and to identify opportunities for improvement in the customer experience.
The map typically includes a timeline of the customer’s interactions, touchpoints, and emotions throughout their journey. It also includes information about the customer’s needs, goals, and pain points, as well as the company’s actions and reactions to those needs.
The map is designed to help companies better understand their customers, provide more personalized and meaningful experiences, and ultimately increase customer loyalty and satisfaction.