What are customer journeys?
Customer journeys help organizations learn more about their customers.
A customer journey map:
- Captures the experience of a prospect in regard to a product or a service or both. It records each stage and step that a prospect takes along the journey of becoming a customer.
- Helps identify key interactions between an organization and its customers. The tool captures customers’ feedback from the interactions in the form of emotions and queries. This helps organizations understand what motivates a customer and what are his expectations from a business.
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