Instead, create a map based on a single customer—the persona (or personas) your company has spent so much time defining. The next step involves identifying touch points where a customer ...

If you’ve never made a customer journey map, that description is probably lacking some valuable details. Creating a customer journey map will help you understand a customer’s experience before ...

In the digital world, business revolves around the customer ... static personas, which would then be attached to a corresponding reference journey. The reference journey would map to personalized ...

Persona mapping can help your employees deliver better customer outcomes, contributing to higher customer loyalty and renewals. Unlike a one-size-fits-all T-shirt, persona mapping leads to a much ...

His message focused on how Macy’s digitally-driven turnaround was fueled by Customer Journey Mapping. Macy’s results ... research to create a customer persona, identifying both key ...