Customer feedback can be incorporated into customer journey maps in several ways. Firstly, it can be used to identify pain points in the current state of the customer journey. This can help in improving the areas where customers are facing difficulties. Secondly, feedback can be used to understand the customer's day-to-day interactions with the brand, which can help in creating a 'Day in the Life' map. Thirdly, customer feedback can be used to predict future interactions and expectations, which can be visualized in a 'Future State' map. Lastly, feedback can be used to improve the service blueprint by addressing the factors responsible for delivering customer experience.
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