Customer Journey maps are powerful tools. They show how customers move through the sales funnel and all the touchpoints customers have with an organization. They also allow you to identify how to improve the customer experience.
Great customer journey maps are rooted in data-driven research and will visually represent a customers’ experience as they interact with a company as well as convey the customer’s perceptions of the organization. They also help us prioritize business goals. By more clearly understanding the customer experience we can see if we need to focus on customer service, product enhancements, employee training opportunities, and maybe even understand staffing and hiring.