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The main components of a customer journey map include: the customer persona, stages of the journey, customer touchpoints, customer emotions, and opportunities for improvement. The customer persona is a detailed description of your target customer. The stages of the journey are the steps the customer takes from initial awareness to long-term loyalty. The touchpoints are the points of interaction between the customer and your business. The customer emotions are the feelings experienced by the customer at each stage. The opportunities for improvement are areas where the customer experience can be enhanced.
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The below customer journey map by Lancôme Cosmetics is a great example of how a brand can analyze its customers' behavior and needs and tailor the product or service experience to them. Lancôme's map doesn't spare a single detail and covers not only the customers' pain points, but also the type of content they post on social media and their thought processes. No wonder the beauty company's marketing and communications strategy is spot on and the worth of Lancôme Cosmetics is estimated by Forbes at $10.4 billion.
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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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