LINK
Customers are the most important thing for any company, and when we want to improve the customer experience we must understand each one of them very well and, above all, understand the entire journey that the customer makes at the moment they make contact with our company.
This is called the Customer Journey and it allows us to specifically identify those negative aspects that exist in the process of interaction between the buyer and our company, thus being able to replicate what works.
The CUSTOMER JOURNEY map: this is a Sion graph of the experience that customers have with our brand. This map identifies in detail each of the points of contact by buyers towards companies in any of its nature.
This map clearly details the process of the customer's journey, that is: it is the entire process and the way in which people are related to our company, so here we can see what the motivations of the consumer are and each one of the triggers and motivations that lead them to buy or use the service as well as the pain points or areas of friction within the entire experience.
LINK