Customer Journey Mapping is the process of creating a visual representation of every interaction a customer has with a brand across all channels and touchpoints. It identifies pain points, moments of delight, and opportunities for improvement throughout the awareness, consideration, purchase, and post-purchase stages. Journey maps are essential strategic tools that align internal teams around a shared understanding of the customer’s actual experience.
DE: Customer Journey Mapping ist der Prozess der visuellen Darstellung aller Kundeninteraktionen mit einer Marke über alle Kanäle und Touchpoints hinweg. Es identifiziert Schmerzpunkte und Optimierungsmöglichkeiten.