Customer Journey Map is a product development method that is based on a detailed analysis of the audiences’ needs and behavior. It provides a visualized history of consumer interaction with a product, service, company or brand through various channels and during a certain period of time. This allows companies to objectively analyze the experience of customer interaction with the product. It also enables companies to fix and eliminate any barriers that arise and to offer recommendations for improving the product. The results are plotted on a graph, which features customer’s contact points with the product and describes customer actions, feelings and possible problems.
Designing a Customer Journey Map consists of the following steps:
After determining the main stages of the Customer Journey, you need to understand the following:
In order to answer these questions, we analyze a large amount of data relating to the behavior of specific consumers and collected using various methods of information collecting.
The structure of the Customer Journey Map includes the following components:
The Customer Journey Map will demonstrate:
WHY CHOOSE 4Service?
of Ukrainians buy jewelry once a year
of respondents are annoyed by Viber/WhatsApp messaging
on insurance companies’ industry
of Europeans are satisfied with the speed of service they receive
of respondents are surpassed with the expectation of non-standard consultation in clothing stores
of customer conversations are about their experience with people
Web Social Media
increase in the quality of customer service received during public holidays
of customers expect companies to offer customer support via social networks
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