The most successful companies differentiate themselves not only by creating better products but also by delivering a superior customer experience. But what’s the best way to uncover pivotal moments that matter along the customer journey? Storytelling. And customer journey maps are one of the best storytelling tools.
Journey mapping lets your customers tell you their own story. It involves a detailed examination of each point of customer interaction, their state of mind, the touchpoints they encounter, and ultimately the needs, or jobs-to-be-done, that must be satisfied along the journey.
This whitepaper highlights the power of combining qualitative journey mapping insights with quantitative data, to uncover what needs, tasks, and touchpoints are most influential in driving purchase.
Learn research techniques to arrive at:
- Where you’re losing or at the most risk of losing customers
- The drivers of customer loyalty
- The most influential touchpoints
- The tasks which customers are most and least satisfied with
- Specific areas of the journey in which to focus innovation
