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A customer experience map is an outline of all the different touchpoints within the customer journey. It’s a visual representation that aids our understanding of customer behaviour, satisfaction, and sentiment. It does so by using customer personas to illustrate the different touchpoints, pain points, stages, channels, and customer goals within the customer journey.
Customer experience maps are very similar to customer journey maps, except they go beyond simply matching touchpoints, and also examine customer behaviour as well as the interactions across every channel and interaction.
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A customer experience map can be used by organizations to gain a deeper understanding of their customers so that different measures and strategies can be used to enhance CX and boost sales.
Let’s take a look at some of the different advantages of CX maps that contribute to boosting an organization’s sales and revenue.
These are a few advantages of using a customer experience map:
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There isn’t a right or wrong way to go about creating a customer experience map and there are many different approaches that can be used for to carry out the process effectively. The following steps provide a general outline that can be followed, so as to ensure all the key components of a CX map are included:
Before creating your CX map, it’s a good idea to clearly define your objectives by outlining what it is you want to achieve by CX mapping. Clearly defined objectives will ensure that you create your CX map in a way that the components which are most relevant to your goals are kept in focus.
Your customer experience map should depict every distinct stage within the customer journey. This will give stakeholders an understanding of the different touchpoints and channels at every stage.
The next step is to create customer personas and illustrate the different experiences each one has throughout their journey.
Once you’ve created the different customer personas, you can now add the different pain points and positive experiences experienced by them. These are the most important components of your CX map as they pinpoint the areas that need improvement (pain points) and the areas that can be expanded on (positive experiences).
Customer goals should also be included in the CX map as they depict how goals change through the different stages of the customer journey. By identifying the changing goals, you can discern areas for improvement in the service.
You can elevate your CX map by including customer data such as customer reviews or metric scores. These will help bring your map to life and make it more real.
A customer experience map, or CX map, is a detailed outline of all the touchpoints within the customer journey, from the beginning to the end. It depicts customer pain points, positive experiences, customer goals, and the different stages within the customer journey.
A customer experience map is similar to a customer journey map, however, a customer experience map goes beyond simply outlining different touchpoints within the customer journey and also includes depictions of customer behaviour and brand-customer interactions across different touchpoints and channels.
A customer experience map can be created using the following steps;
Pain points are issues or difficulties that a customer faces while interacting with a brand. Pain points can occur at any time within the customer journey.