touchpointmapping
Touchpoint mapping, also known as customer journey mapping, is a visualization technique used to understand and illustrate the entire experience a customer has with a product, service, or brand. It involves identifying and documenting all the points of interaction, or "touchpoints," between the customer and the organization. These touchpoints can occur at various stages, from initial awareness and consideration through purchase, use, and post-purchase engagement.
The process typically begins by defining the customer persona, or the target user whose journey is being
Beyond simply listing touchpoints, effective touchpoint mapping delves deeper. It aims to capture the customer's thoughts,
The output of touchpoint mapping is often a visual representation, such as a diagram or flowchart, that