Journey Mapping

Abbreviation:  
JM

It's a visual or graphic representation of the steps of every experience your customers have with you. It illustrates how the products and [[service]]s are perceived, consumed and experienced by the customer in all [[touch-point]]s. The customer [[journey]] map includes all customers' interactions with the company at all contact points in every [[channel]]. The aim is to detect and eliminate the [[pain points]] experienced in these interactions and increase the effect of the positive ones.

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