CX That Sings: An introduction to Customer Journey Mapping for Marketers by Jennifer Clinehens

Author:Jennifer Clinehens
Language: eng
Format: mobi
Published: 2019-09-11T03:00:00+00:00

What parts off the experience do your customers hate? What’s causing them discomfort, anger, sadness, or just plain boredom?

Where are the bottlenecks in your experience? Places where the CX slows down, where lots of thinking or effort is required from a customer?

Is there any touchpoint that’s difficult to navigate? Does your data show a significant drop-off or abandoned cart rate during any part of the experience?

Deliverables:

You should move on from this section only after you’ve had enough time to consider the existing data and new research in the context of Think/Do/Stop.

The Path to Purchase should be built in this section

The Hypothesis Customer Journey should be build (minus the Emotional Journey) in this phase

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