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customer journey mapping (possible titles (how not to map your…
customer journey mapping
focus on ecommerce
why? to improve things they know need improving, to highlight things they didn't realize need improving, and to onboard new hires.
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the ecommerce journey
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personalization is important on a journey that may require multiple visits to website before purchase
the journey - presale, sale, post sale
not buying things, buying experiences
if the journey is good, the reward is loyalty, reviews, repeat custom
yes through the desired experiences, no through the undesireable experiences
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possible titles
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target reader: ppl start to use hotjar when something changes or isn't working. customer journey mapping very standard marketing/sales issue. Maybe they need a new way of looking at the customer journey map?
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