Question
A customer journey map plays a crucial role in customer retention by visualizing the customer's experience from brand awareness to advocacy. It helps businesses understand the needs, emotions, and barriers that influence customer decisions and actions. By identifying these factors, businesses can work on improving their strategies to meet customer needs and overcome barriers, thereby enhancing customer satisfaction and retention.
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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)
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