A customer journey map can be used to identify potential areas of dissatisfaction by visualizing the customer's experience from brand awareness to advocacy. It can highlight the needs, emotions, and barriers that trigger or prevent actions. By understanding these elements, businesses can identify areas where the customer experience may be lacking or causing frustration, and thus, dissatisfaction.
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A typical customer journey map visualizes what your customer goes through from brand awareness to advocacy. (Slide 1) The flows and arrows of a journey map can demonstrate how various business components work together to inspire customer decisions. (Slide 7) In a table form, a customer journey map also monitors the needs, emotions, and barriers that trigger or prevent actions to meet business objectives. (Slide 8)