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Articles

20 Oct 2020

The basics of customer journey mapping

By Smaply

Discover the basics of customer journey mapping—an end-to-end visualisation of your customers' experience. This article explains how journey mapping helps you understand customer needs, improve design processes, and boost satisfaction and loyalty. Learn its benefits, how to create a map, and use insights for better customer experiences.

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Summary

An introduction to customer journey mapping. A customer journey map is an end-to-end visualisation of your customers' experience. It can help you understand your customer’s perspective, putting their needs at the centre of design & innovation processes.

In this article you’ll learn: 

  • what customer journey mapping is
  • how this method can help you to better understand your customers' expectations and needs
  • how to create a customer journey map; and 
  • how to use these insights to significantly increase customer satisfaction and loyalty.
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