Survey. It should also include open questions ,

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Which often allow you to obtain more detailed information about the customer, his needs and purchasing motivations. Also take into account that in BB the customer journey may look completely different than in the case of BC customers. The entire purchasing process of a company is usually much more drawn out in time and requires many points of contact with the customer at different stages of the sales funnel. Analyze the collected data and create a report Just collecting data is not enough. To be valuable, they must be thoroughly analyzed. Such a report will help you prepare the previously mentioned persona. Thanks to it, it is easier to play the role of a customer and follow his purchasing path. A well-prepared persona will allow you to


better understand the customer's digital eperience. This will help you draw better conclusions about how it may interact with your brand. Prepare a customer journey map When creating a Customer Journey Map, you should write down all the stages a customer Saudi Arabia WhatsApp Number goes through when shopping in our store. Not only the moment of purchase is important here - the pre-purchase and post-purchase phases are equally important. The map should include the so-called touchpoints . These are the points where the consumer comes into contact with the brand's message. An eample would be advertising on social media or receiving a leaflet from a given company. Important elements of CJM are: pain points,





i.e. areas that need to be improved, success points, elements that generate customer satisfaction, moments of truth, these are the points at which the customer makes the final decision by making a purchase or abandoning the basket. Remember to work as a team when creating your map. Brainstorming can be very helpful and epand the scope of the map to include additional points of contact. Also allow yourself to make mistakes. Customer Journey Map is a project that takes time. It may take some time to collect, analyze all the information and plot it on the map. SEO & Content Champions League Join us! Check the offer! Create an action plan and control their course A map of the customer service process prepared in this way will help you develop an action plan.