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A journey map can help identify product issues by visualizing the customer's experience with the product. It highlights the highs and lows of customer emotions, allowing you to pinpoint product issues that correspond with negative emotions. For instance, a complicated website during the consideration stage can be identified as a negative low. By mapping out these experiences, you can identify areas for improvement and work towards enhancing the customer's journey.
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Likewise, a journey map with peaks and valleys is based on the highs and lows of customer emotions. Divide up experiences by "negative" and "positive" to specify product issues that correspond with a customer's negative emotions. For example, a tedious consideration stage with a complicated website can reach a negative low. Separately, a discovery call that enlightens and simplifies the process can bring out a positive high. Customer journey maps can be used to create infinite feedback loops between buy and referral stages. (Slide 11-13)
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