![]() ![]() They outline the ideal journey you would like prospects and customers to take. Notice that this map includes the communications that the customer receives and emotions the customer experiences at each stage of the journey.įuture state journey maps outline the customer’s experience with your business as you would like it to be in the future. These journey maps are aspirational and align the team around a shared vision. Learn how your prospects experience your company by mapping their current touchpoints to a sale and identifying reasons for drop off. The goal is to visualise the customer’s actual experience and to use an understanding of their perspective to identify opportunities to implement changes that will better satisfy the customer’s needs and wants.Ĭurrent state journey map example (Insurance prospect): ![]() This type of journey map is useful to understand the points of friction and negative experiences in a customer’s interactions with your business, from start to finish. To create an accurate current state journey map, you’ll need to gather data related to actual customer interactions currently. In this article we will describe three common types and we’ll share examples of each type created in Quadient’s Inspire Journey.Ī current state journey map is a data-based visual representation of the customer’s experience and perceptions of their interactions with your company as it is today. There are several different types of customer journey maps. ![]()
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