To create a true Customer Journey 3 steps have to be taken:
(1) Identify the buying persona: who is your (ideal) customer, how do they behave, what do they need? It is important to know your customer before you identify the journey.
(2) Map the different stages: which different steps does the customer take throughout the total journey, and how do they feel at each stage? Draw the journey from both your perspective as well as from the perspective of the customer. Only then you can determine the pain points and opportunities!
(3) Complete the journey: by identifying the key stages, objectives, needs, satisfaction drivers, behaviours, and touchpoints.
Here are our experts eager to map your Customer Journey, do not hesitate to ask them any of your questions!