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Reply From: Anonymous
Date: 3/20/2021 4:16:42 AM
Re: How to Write a Creative Essay: Tips, Topics and Techniques - 5StarEssays


Customer Experience Mapping exposes how consumers engage with the brand on an emotional level and is used to improve customer service.

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If you have ever answered a survey, either by phone or online, you have probably participated in a feedback project to define a customer experience map.

Knowing the satisfaction of a client in each phase of the purchase process, through this type of tools such as surveys, is the basis for drawing a  customer experience map  and detecting at what point the service is failing and how you can improve it.

Also called a customer life cycle map, or  customer journey map  in English, this includes all the phases of the cycle and the points of contact of the consumer with your company, from when they enter your store or visit your website until you do delivery of your order and answer your questions or complaints.

Its intention is to know how your customers have felt during the process of buying your product or service.


Elements of an experience map:

  • Buyer defined person .

  • Timeline that describes the sales cycle , interactions and points of contact that the company has with the customer.

  • Emotions that are awakened in clients in each phase.

The first thing you should do is define what the various phases of the buying cycle are, and then place them in a diagram that shows a time line and allows us to point out the positive and negative experiences of the customer.

Once the actions that produce the most satisfaction or dissatisfaction are identified, it is easier to find solutions to improve customer service.

What is it really for?

Mainly, an experience map helps you understand what the customer's perceptions and emotions are in each phase of the buying cycle. Based on that knowledge, you will be able to:

  • Optimize your customer service strategies and policies to improve their experience.

  • Analyze your sales process from their perspective to align their expectations with what you offer.

  • Detect pain points in the contact phases and solve them.

Building a customer journey map  is an easy way to spot opportunities to improve customer relationships.

Have you used this tool? Have your perceptions of your sales process coincided with those of your customers regarding the interactions they have had with your company? How have you taken advantage of this valuable information?

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