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Customer Journey Mapping: The Swiss Army Knife of Insight Tools

What we know: The Internet has disrupted the marketing funnel. It’s no longer a straight line – that marketers draw and lead – from brand awareness to purchase. It’s more of a jigsaw puzzle. Wouldn’t it be great to have some sort of insight tool that can shed light on the real customer path – the behaviors, attitudes, delight and pain points that customers encounter on the way to your product/category/experience? Behold: The customer journey map. A simple process and framework that captures the full customer experience and can inspire a more nuanced marketing and product development path for your clients.

In this webinar, we covered:

  • How customer journey maps can serve multiple teams across an organization (and help unify said organization).
  • Key steps to create a successful customer journey mapping project.
  • How to approach a basic customer journey mapping project – as the researcher.
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