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Customer Journey: Mapping the customer experience

A Customer Journey is mapping out a possible path a user can take on your site from first interaction to the last. It gives an overview of the customer’s experience. Mapping the journey helps to enhance the customer experience. How do you help your specific customer achieve their goals as they experience each step going through your website?

Before you begin mapping you must choose a customer profile to focus on. 

Defining the Customer Journey

How do they find out about your site?
What makes them engage?
What makes them return?
Why do they recommend your site? 

Don't worry about making the “perfect” map, and instead focus on breaking down your website visitors’ experiences on your site so you can find those touchpoints for improvement.


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