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Customers might experience a variety of actions, thoughts, and emotions when interacting with a brand. For example, they might feel excitement when discovering a new product, frustration when they can't find the information they need, or satisfaction when they receive good customer service. They might think about the value they're getting for their money, the quality of the products or services, or the reputation of the brand. Their actions could include browsing products, comparing prices, reading reviews, making a purchase, or contacting customer service.
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Current State – these customer journey maps are the most commonly used. They provide insights into the actions, thoughts and emotions that customers currently experience when they interact with a brand. Day in the Life – these customer journey maps provide insights into the actions, thoughts and emotions your customers currently experience in all the activities in which they partake on a daily basis, whether or not they are related to your brand. Future State – these customer journey maps visualize what you assume the actions, thoughts and emotions your customers will be in the future when they interact with your brand. Service Blueprint – these customer journey maps are a less fancy version of one of Current State, Day in the Life or Future State maps. They deal with the factors responsible for delivering customer experience, such as people, policies, tech and processes.
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Optimize revenue from your leads with our Customer Journey Maps presentation. Use this deck to draw out and visualize complex customer experiences and...
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