For example, a customer may love interacting with your brand on Instagram. In fact, your Instagram posts may lead to a purchase. You have identified a high spot on the customer experience map.
But when they get to the checkout page on your website, they may be frustrated by the number of fields they have to fill out or the lack of payment options. That's a pain point on the map.
Then , you have periods of inactivity. These are the low points on the map.
What is a customer touchpoint?
customer journey map
A customer touchpoint is the experience between you and the customer. If your customer follows you on Twitter, that's a touchpoint. If a consumer reads one of your blog posts , that's also a touchpoint.
Each touchpoint forms a dot on the customer journey map. Obviously, every customer will take a different path, but when you doctor database create customer journey maps, you will see patterns across touchpoints.
For example, let's say you create a viral video on YouTube . Suddenly, tons of consumers are interested in your product.
That single viral video could become your most popular touchpoint. It could also be the touchpoint that convinces the most people to convert .
You can't discount the other touchpoints. They come together to create the overall consumer experience with your brand.
Customer journey maps are essential for creating targeted marketing efforts. Here are five top reasons why you should create customer journey maps:
To identify customer pain points : Creating customer journey maps helps you identify specific areas where your customers experience problems. These journey maps allow you to address and resolve issues more effectively and create a smoother customer experience.