Consider this example from Argos. Traditionally a catalog retailer, they later expanded to an omnichannel shopping experience—following this map.
Notice that the old customer journey is included. Why? They are looking to improve—not necessarily eliminate—former customer pathways and touchpoints.
This map is pretty bare bones. We’d like to see customer sentiments and more detailed touchpoints—but for an aerial view of the customer journey, it works!
What happens when you exceed customer croatia telegram data expectations, and eliminate pain points in the customer experience? You’ll get higher customer satisfaction.
And higher customer satisfaction? That encourages customer loyalty—and often, brand advocacy.
Spotify created a customer journey map to detail (and we do mean detail) the journey for existing customers, in order to promote music sharing on their app.
At each stage and touchpoint, the brand articulates customer engagement—and what customers might be thinking, feeling, and doing as they traverse the customer journey.
They identify that the average user journey begins on the phone, with neutral emotions, and progresses from there. Also, tagging the second stage as ‘listen’ reveals that they are targeting existing customers. Review it for yourself!