From the course: Journey Mapping: Case Study in Action

What is customer journey mapping?

From the course: Journey Mapping: Case Study in Action

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What is customer journey mapping?

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- I'm sure you're anxious to jump in and get started journey mapping. Let's do it. But first, let's make sure we're talking about the same things. Customer journey mapping is a way to understand your customer's true experience with your brand. And to truly understand, you need to take that journey from your customer's perspective. You're not building a process map or a flowchart from within the company. You're creating a realistic view of the journey your customers have with your brand, service, or product. You do this by outlining the customer's journey using phases. Awareness, consideration, selection, purchase, satisfaction, loyalty, and advocacy. This type of map can serve many purposes, but the point of any map is to understand the true customer journey. If you're still not really clear on what a journey map is or how these phases factor in, it might be a good idea to check out my introductory course on journey mapping. It'll give you a good overview. In this course, we're going to dive in and actually map a specific customer journey together. Then you can take these skills and map the journey for your customers, too. It's a win-win, so let's go.

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