BizSugar.com › Marketing › Journey Mapping to Improve the Customer Experience

Journey mapping has been around for a while now. We've seen concepts like the buyer's journey and the sales funnel, but what they fail to acknowledge is that pain points exist within each individual stage of each journey. These pain points serve to reduce satisfaction levels and detract customers from making a purchase/repurchase decision.

This article addresses the need to acknowledge these pain points to create a holistic customer-centric view that seeks to improve overall satisfaction levels. Because if your customers aren't completely satisfied, there's always a chance that they'll seek an alternative solution to their problem.