CJM. Overview & first steps

Question 1

Customer Journey Map

Answer 1

• visual representation of the CJ

- helps you tell the story of your customer’s experiences with your brand across all touchpoints

Question 2

Why CJM matters?

Answer 2

• its important bc its a strategic approach to better understand customer expectations
• important for small/medium sized businesses as well
• customers demand an omni channel approach to customer service, marketing and sales

Question 3

What’s an OMNICHANNEL

Answer 3

• integration and cooperation of various channel to interact with a consumer
  (i. e how you communicate on socmed is how your customers should be treated on your website)

Question 4

Benefits of CJM?

Answer 4

• allowing to optimize the customer onboarding process
• checking customer expectations against the experience they actually receive
• understanding diff in buyer personas as they move to conversion // buying funnel
• creating a logical order to your buyer journey

Question 5

How to use CJM and Funnel?

Answer 5

• similar tools, can be used in complementary ways

FUNNEL (helps you keep tabs on how leads are interacting with your business, use it to understand what kind of info or assistance a lead likely needs @ any given time
- paying attention to MF also helps u ensure that your strat is strong and effective in every step of CJM