So, how can this help us with our Customers? We can create a Customer Journey Map that provides us a realistic view of the journey your customer takes with your product or service. A Customer Journey Map will help you to:
- Better understand how a customer ‘experiences’ your brand. i.e. how ‘their’ journey was in buying or using your product/service.
- Get customers view point of the experience and not just an internal perspective which is typically the case with most organizations.
Once you have this information then you can utilize it to create products and services which are a better fit for your customers. You can also ensure that their experience with your product/service and your organization is pleasantly memorable. After all, happy customers tend to be loyal customers.
Basically, a Customer Journey Map can help with increasing Customer Satisfaction and Customer Loyalty. These in turn, help in maintaining and even increasing your Brand Equity.