What is a Customer Journey Map?

#9. What is a Customer Journey Map?

What exactly is a Customer Journey Map? It’s a visual representation of the process a customer or prospect goes through to achieve a specific goal with your company. Simply put, it’s a way of identifying all the steps it took to turn a regular person into a customer, and big companies are constantly trying to understand the path people take to get to them. Usually, you'll see the map broken into six different stages, but for restaurants I use seven:

Stage 1 - Discovery

Stage 2 - Research

Stage 3 - Hovering

Stage 4 - Commitment

Stage 5 - Sale

Stage 6 - Experience

Stage 7 - Sharing

In this episode I explain how to build a Customer Journey Map, and the best ways to analyze the results.

CONTINUING EDUCATION: https://moz.com/blog/customer-journey-maps-whiteboard-friday