{"id":11178,"date":"2020-09-17T10:38:00","date_gmt":"2020-09-17T08:38:00","guid":{"rendered":"https:\/\/proweb.p.blends.be\/?p=11178"},"modified":"2025-10-23T15:23:13","modified_gmt":"2025-10-23T13:23:13","slug":"5-easy-steps-to-create-a-successful-customer-journey-map-from-scratch","status":"publish","type":"post","link":"https:\/\/pointerpro.com\/blog\/5-easy-steps-to-create-a-successful-customer-journey-map-from-scratch\/","title":{"rendered":"5 Easy steps to create a successful customer journey map from scratch"},"content":{"rendered":"\n<style>\n    #section-Z2d2hMx {\n        padding-top: 2.8rem;\n        padding-bottom: 6rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-Z2d2hMx {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #421f3c;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-Z2d2hMx-container  #421f3c custom-padding \" id=\"section-Z2d2hMx\"\n    style=\"opacity: 100%; background-color: #421f3c;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-10 px-0 custom-padding row\">\n                    \n\n<style>\n    #heading-NVrQU .heading h1 {\n        color: #ffffff;\n        font-size: 3.125rem;\n        line-height: 4rem !important;\n    }\n\n    #heading-NVrQU {\n        margin-top: 0rem;\n        margin-bottom: 2rem;\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        #heading-NVrQU {\n            margin-left: 0;\n            margin-right: 0;\n        }\n\n        .single #heading-NVrQU .heading h1 {\n            line-height: 3rem !important;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-heading-1-container lazyblock-heading-1-NVrQU  px-0\" id=\"heading-NVrQU\">\n    <div class=\"row heading lazyblock-heading-1 justify-content-start  lazyblock-heading-1-NVrQU\">\n        <div class=\"col-12 col-lg-12 text-start \">\n            <a class=\"heading-1-anchor heading-anchor\" id=\"5-easy-steps-to-create-a-successful-customer-journey-map-from-scratch\"><\/a>\n            <h1>5 Easy steps to create a successful customer journey map from scratch<\/h1>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n\n<style>\n    #heading-ZjhnMQ .heading h2 {\n        color: #f5f5f5;\n        font-size: 1.25rem;\n        line-height: 1.5rem !important;\n    }\n\n    #heading-ZjhnMQ {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        #heading-ZjhnMQ {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-heading-2-container lazyblock-heading-2-ZjhnMQ date-and-author-container px-0\" id=\"heading-ZjhnMQ\">\n    <div class=\"row heading lazyblock-heading-2 justify-content-start date-and-author lazyblock-heading-2-ZjhnMQ\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <a class=\"heading-2-anchor heading-anchor\" id=\"written-september-17-2020-by-ashwini-dave\"><\/a>\n            <h2>Written September 17, 2020, by Ashwini Dave<\/h2>\n        <\/div>\n    <\/div>\n<\/div>\n\n                <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n<!-- end -->\n\n\n\n\n<style>\n    #section-hgwuz {\n        padding-top: 2.8rem;\n        padding-bottom: 2.8rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-hgwuz {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #ffffff;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-hgwuz-container  #ffffff custom-padding \" id=\"section-hgwuz\"\n    style=\"opacity: 100%; background-color: #ffffff;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-10 px-0 custom-padding row\">\n                    \n\n<style>\n    .lazyblock-content-11szyA p,\n    .lazyblock-content-11szyA p a,\n    .lazyblock-content-11szyA h1,\n    .lazyblock-content-11szyA h2,\n    .lazyblock-content-11szyA h3,\n    .lazyblock-content-11szyA h4,\n    .lazyblock-content-11szyA h5 {\n        color: ;\n    }\n\n    #content-11szyA {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n    }\n\n    #content-11szyA {\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        .p-0 {\n            padding: 1rem !important;\n        }\n        #content-11szyA {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-content-container lazyblock-content-11szyA-container  px-0 \"\n     id=\"content-11szyA\">\n    <div class=\"row lazyblock-content justify-content-start  lazyblock-content-11szyA\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <p>Customers are the soul of every business, and mapping their needs and preferences can help you tailor your products, services, and experiences to boost customer loyalty and sales in the long run. For the same reason, customer journey mapping is gaining relevance across the world \u2013 promoting a more customer-centric way of doing business.<\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"color: #421f3c; font-size: 2.5rem;\">Benefits of customer journey mapping\u200b\u200b<\/span><\/h2>\n<p>Customer journey mapping enables you to visualize the various ways in which a customer interacts with your brand and codifies it so that it can be shared across the organization for actionable insights like via\u00a0AI Chatbots, social media, contact form, E-mail etc.\u00a0<\/p>\n<p>According Mcorpcx best-in-class CX leaders are likely to use customer journey maps to drive measurable results, like\u00a0<a style=\"line-height: var( --e-global-typography-6f53e3b-line-height ); letter-spacing: var( --e-global-typography-6f53e3b-letter-spacing ); word-spacing: var( --e-global-typography-6f53e3b-word-spacing );\" href=\"https:\/\/www.mcorpcx.com\/customer-journey-mapping-lead-the-way-to-advocacy-lp\" target=\"_blank\" rel=\"noopener\">200% greater employee engagement<\/a>\u00a0and 350% more revenue from customer referrals. Other benefits of customer journey mapping include a 54% greater return on marketing investment, over ten times improvement in the cost of customer service, faster sales cycle, and a significant increase in positive social media mentions. Unfortunately, the same study reveals that only 36% of companies have a streamlined process to map customer journeys. Well, that figure is undoubtedly a great bucket of opportunity, and this post will help you set your customer journey mapping in place to grow your business significantly.<\/p>\n<p>&nbsp;<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-11181\" src=\"https:\/\/proweb.p.blends.be\/wp-content\/uploads\/00001-poll-14.png\" alt=\"\" width=\"777\" height=\"420\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>Let\u2019s start by understanding what is meant by the customer journey exactly?<\/p>\n<p>The customer journey can be defined as a collection of experiences and touchpoints that customers have with your brand until they make a purchase decision \u2013 and even beyond. Put simply, it is the sum total of interactions that a customer has with your brand across the span of his or her relationship with your company. In B2B, the customer journey takes up a more complex form, as the purchase decision is not made by an individual but a group of decision-makers. Thus, the number of touchpoints and interactions increase manifold and occur simultaneously with several people or departments.\u00a0<\/p>\n<p>Customer journey mapping comes in handy at this point, giving you a holistic view of all the steps that customers go through to purchase your product or service. When viewed objectively, such a map can help you identify the pain points faced by your customers at every step, comprehend their expectations, and curate a better experience by providing the right service at the right time.\u00a0<\/p>\n<p>For example, when you use an\u00a0<a style=\"line-height: var( --e-global-typography-6f53e3b-line-height ); letter-spacing: var( --e-global-typography-6f53e3b-letter-spacing ); word-spacing: var( --e-global-typography-6f53e3b-word-spacing );\" href=\"https:\/\/www.fullsession.io\/product-heatmap\/\" target=\"_blank\" rel=\"noopener\">interactive heatmap tool<\/a>\u00a0and you find that most customers exit your site at a particular point, it is an indication that something is not up to the mark. However, you can treat this insight as an opportunity to revamp your UI by making your site more straightforward to navigate and minimize churn.<\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"color: #421f3c; font-size: 2.5rem;\">How to create a customer journey map?\u200b<\/span><\/h2>\n<p>A customer journey map displays each step of the customer journey from the initial stages to post-purchase support. Thus, it requires insights from several teams, including marketing, sales, and customer service, making it a collaborative exercise. Before you start mapping the customer journey, it is also essential to be clear of your goals, basis which you will develop the <a href=\"https:\/\/visme.co\/blog\/buyer-persona-template\/\" target=\"_blank\" rel=\"noopener\">buyer personas<\/a> to carry the process forward.\u00a0<\/p>\n<p>It is, of course, possible to create a customer journey map without building personas. However, paying attention to customer personas will increase the efficacy of your journey mapping. In general, your customer personas may be divided according to your customers\u2019 demographics, purchasing habits, values, or goals. For example, if you sell live chat software, your customer personas may include e-commerce players, B2B companies, as well as the key stakeholders in these firms that call the shots.\u00a0<\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"color: #421f3c; font-size: 32px;\">1. Buy your products\u200b\u200b<\/span><\/h2>\n<p>There are two ways of discovering your customer touchpoints. One is through actual customer feedback and the other by buying your products yourself. Yes, you can always pretend to be a prospective customer, who doesn\u2019t have much knowledge of the brand and try buying one of your company\u2019s products or services to check the experience.\u00a0<\/p>\n<p>We suggest following all the regular steps, like researching online, clicking on ads, a website search, adding products to the cart, getting in touch with the support team using the live chat widget on the site, etc. It is also worth repeating the process on different devices like mobile, desktop, and tablet to ensure a consistent experience.\u00a0<\/p>\n<p>After completing this exercise, note down the steps and touchpoints in the order you visited them. Some frequent touchpoints are social media, website, paid ads, blog content, etc.<\/p>\n<p>Also note down points like the journey milestones, any difficulties that you may encounter on the way, or something that may improve the customer journey.<\/p>        <\/div>\n    <\/div>\n<\/div>\n\n                <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n<!-- end -->\n\n\n\n\n<style>\n    #section-AX5Fd {\n        padding-top: 2.8rem;\n        padding-bottom: 1.8rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-AX5Fd {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #f5f5f5;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-AX5Fd-container  #f5f5f5 custom-padding \" id=\"section-AX5Fd\"\n    style=\"opacity: 100%; background-color: #f5f5f5;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-10 px-0 custom-padding row\">\n                    \n\n<style>\n    .lazyblock-content-Z2ihY2Q p,\n    .lazyblock-content-Z2ihY2Q p a,\n    .lazyblock-content-Z2ihY2Q h1,\n    .lazyblock-content-Z2ihY2Q h2,\n    .lazyblock-content-Z2ihY2Q h3,\n    .lazyblock-content-Z2ihY2Q h4,\n    .lazyblock-content-Z2ihY2Q h5 {\n        color: ;\n    }\n\n    #content-Z2ihY2Q {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n    }\n\n    #content-Z2ihY2Q {\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        .p-0 {\n            padding: 1rem !important;\n        }\n        #content-Z2ihY2Q {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-content-container lazyblock-content-Z2ihY2Q-container  px-0 \"\n     id=\"content-Z2ihY2Q\">\n    <div class=\"row lazyblock-content justify-content-start  lazyblock-content-Z2ihY2Q\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <h2><span style=\"color: #421f3c; font-size: 32px;\">2. Make use of data\u200b\u200b<\/span><\/h2>\n<p>Customer journey mapping is a collaborative exercise requiring inputs from various customer-facing teams, like sales, marketing, and support. However, this often turns out to be a major hindrance as most companies continue to work in siloes, leading to fragmented data, which is hard to unify into a single view of the customer\u2019s journey with the brand.\u00a0<\/p>\n<p>To overcome this challenge, you may invest in a customer service platform that provides you with a unified customer view. Such software integrates multiple customer service tools to give you a single source of truth for customer information. This means you can view data from disparate systems, like e-commerce, web analytics, <a href=\"https:\/\/blog.xoxoday.com\/xoxoday-freshdesk-integration-aims-to-motivate-customer-support-with-milestone-based-rewards\/\" target=\"_blank\" rel=\"noopener\">customer support<\/a>, social media, etc., in a single dashboard, making it easier to crunch the numbers and make an accurate representation of your buyers\u2019 journey.\u00a0<\/p>\n<p>&nbsp;<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-11180\" src=\"https:\/\/proweb.p.blends.be\/wp-content\/uploads\/00001-22-1.png\" alt=\"\" width=\"777\" height=\"388\" \/><\/p>\n<p style=\"text-align: center;\"><i>Example of single customer view<\/i><\/p>        <\/div>\n    <\/div>\n<\/div>\n\n                <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n<!-- end -->\n\n\n\n\n<style>\n    #section-11Hnr0 {\n        padding-top: 2.8rem;\n        padding-bottom: 2.8rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-11Hnr0 {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #ffffff;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-11Hnr0-container  #ffffff custom-padding \" id=\"section-11Hnr0\"\n    style=\"opacity: 100%; background-color: #ffffff;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-10 px-0 custom-padding row\">\n                    \n\n<style>\n    .lazyblock-content-Z1Nsj86 p,\n    .lazyblock-content-Z1Nsj86 p a,\n    .lazyblock-content-Z1Nsj86 h1,\n    .lazyblock-content-Z1Nsj86 h2,\n    .lazyblock-content-Z1Nsj86 h3,\n    .lazyblock-content-Z1Nsj86 h4,\n    .lazyblock-content-Z1Nsj86 h5 {\n        color: ;\n    }\n\n    #content-Z1Nsj86 {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n    }\n\n    #content-Z1Nsj86 {\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        .p-0 {\n            padding: 1rem !important;\n        }\n        #content-Z1Nsj86 {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-content-container lazyblock-content-Z1Nsj86-container  px-0 \"\n     id=\"content-Z1Nsj86\">\n    <div class=\"row lazyblock-content justify-content-start  lazyblock-content-Z1Nsj86\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <h2><span style=\"color: #421f3c; font-size: 32px;\">3. Ask customers\u200b\u200b\u200b<\/span><\/h2>\n<p>As you may already know,\u00a0<a style=\"line-height: var( --e-global-typography-6f53e3b-line-height ); letter-spacing: var( --e-global-typography-6f53e3b-letter-spacing ); word-spacing: var( --e-global-typography-6f53e3b-word-spacing );\" href=\"https:\/\/pointerpro.com\/customer-feedback-to-increase-conversions\/\" target=\"_blank\" rel=\"noopener\">customer feedback<\/a>\u00a0is the most important to support your findings from all the steps mentioned above. In fact, if you want to know what customers think \u2013 the best way is to ask them and understand their expectations first-hand. You can prepare short surveys using Google Forms or other such tools to gain relevant information. Some of the questions you may ask, include:<\/p>\n<ul style=\"font-size: 16px; background-color: #ffffff;\">\n<li style=\"font-size: 16px;\"><i>Where or how did you first hear about the company?<\/i><\/li>\n<li style=\"font-size: 16px;\"><i>How was your first purchase experience with the company? Did you find it convenient to search for what you needed on the site? Which factors impacted your purchase decision?<\/i><\/li>\n<li style=\"font-size: 16px;\"><i>How many touchpoints did you interact with? Did you complete the purchase online or also visited the physical store?<\/i><\/li>\n<li style=\"font-size: 16px;\"><i>Have you contacted our customer support? If yes, which channel did you use, and what is your feedback on the service level?<\/i><\/li>\n<li style=\"font-size: 16px;\"><i>Have you interacted with our social media handles?<\/i><\/li>\n<li style=\"font-size: 16px;\"><i>Is there something you did not like about the website or something that frustrated you?<\/i><\/li>\n<\/ul>\n<p>Of course, not all customers would be willing to complete the form, but you can always offer an incentive like a coupon or discount in return for the favor. Another idea is to use short surveys within the site to collect real-time feedback. For example, after a live chat session, you can ask the customer to quickly rate the conversation according to a fixed scale and add a description of the feedback if they wish to.<\/p>\n<p>You may also invite regular buyers to share feedback or request them for an interview to understand the steps in their journey better.<\/p>        <\/div>\n    <\/div>\n<\/div>\n\n                <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n<!-- end -->\n\n\n\n\n<style>\n    #section-ZlEwf3 {\n        padding-top: 2.8rem;\n        padding-bottom: 1.8rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-ZlEwf3 {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #f5f5f5;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-ZlEwf3-container  #f5f5f5 custom-padding \" id=\"section-ZlEwf3\"\n    style=\"opacity: 100%; background-color: #f5f5f5;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-10 px-0 custom-padding row\">\n                    \n\n<style>\n    .lazyblock-content-Z2347OQ p,\n    .lazyblock-content-Z2347OQ p a,\n    .lazyblock-content-Z2347OQ h1,\n    .lazyblock-content-Z2347OQ h2,\n    .lazyblock-content-Z2347OQ h3,\n    .lazyblock-content-Z2347OQ h4,\n    .lazyblock-content-Z2347OQ h5 {\n        color: ;\n    }\n\n    #content-Z2347OQ {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n    }\n\n    #content-Z2347OQ {\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        .p-0 {\n            padding: 1rem !important;\n        }\n        #content-Z2347OQ {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-content-container lazyblock-content-Z2347OQ-container  px-0 \"\n     id=\"content-Z2347OQ\">\n    <div class=\"row lazyblock-content justify-content-start  lazyblock-content-Z2347OQ\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <h2><span style=\"font-size: 2.5rem; color: #421f3c;\">4. Visualize the journey\u200b<\/span><\/h2>\n<section data-id=\"2e2e95f\" data-element_type=\"section\">\n<div data-id=\"43df217\" data-element_type=\"column\">\n<div data-id=\"0ac2cac\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\u00a0<\/div>\n<\/div>\n<\/section>\n<p>Broadly, there are five stages [as represented in the image below] in every customer journey. The journey starts from the awareness stage and extends to after-sales support and beyond.<\/p>\n<p>&nbsp;<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-11182\" src=\"https:\/\/proweb.p.blends.be\/wp-content\/uploads\/0001-12-1.png\" alt=\"\" width=\"781\" height=\"93\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>The last stage in the image above \u2013 use \u2013 refers to a vital part of the journey, which only begins after a user has purchased your product. It is here that you can build a lifelong relationship by enabling the customer to use your product correctly and gain the promised benefits. One idea is to improve your onboarding process by including product demos, self-help videos, FAQs, and an interactive UI to guide first-time users inside your app or software. These simple steps can dramatically boost customer satisfaction and even prevent churn to a great extent.<\/p>\n<p>Besides, use the data you have gained from the previous points to fill up the following information at the relevant stages of the customers\u2019 journey:\u00a0\u00a0<\/p>\n<p><strong>Touchpoints<\/strong> \u2013 Where would your customers go from specific touchpoints like a website or social media<\/p>\n<p><strong>Emotions<\/strong> \u2013 What experiences delight your users and what frustrates them<\/p>\n<p><strong>Pain points<\/strong> \u2013 Are there particular roadblocks or pain points that should be improved upon for better engagement?<\/p>\n<h2><span style=\"color: #421f3c; font-size: 28px;\">Customer journey map example:<\/span><\/h2>\n<div>\n<p>Here\u2019s a basic customer journey map example for one persona purchasing a laptop for business use:<\/p>\n<\/div>\n<div>\u00a0<\/div>\n<div>\u00a0<\/div>\n<div><img decoding=\"async\" class=\"aligncenter size-full wp-image-11179\" src=\"https:\/\/proweb.p.blends.be\/wp-content\/uploads\/001-6-1.png\" alt=\"\" width=\"757\" height=\"700\" \/><\/div>\n<div>\u00a0<\/div>\n<div>\u00a0<\/div>\n<p>While this diagram may look complicated, it is quite easy to decipher the various stages in the buyer journey highlighted along with the associated pain points that need to be ironed out.<\/p>        <\/div>\n    <\/div>\n<\/div>\n\n                <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n<!-- end -->\n\n\n\n\n<style>\n    #section-9UdNX {\n        padding-top: 2.8rem;\n        padding-bottom: 2.8rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-9UdNX {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #ffffff;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-9UdNX-container  #ffffff custom-padding \" id=\"section-9UdNX\"\n    style=\"opacity: 100%; background-color: #ffffff;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-10 px-0 custom-padding row\">\n                    \n\n<style>\n    .lazyblock-content-1vqJdd p,\n    .lazyblock-content-1vqJdd p a,\n    .lazyblock-content-1vqJdd h1,\n    .lazyblock-content-1vqJdd h2,\n    .lazyblock-content-1vqJdd h3,\n    .lazyblock-content-1vqJdd h4,\n    .lazyblock-content-1vqJdd h5 {\n        color: ;\n    }\n\n    #content-1vqJdd {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n    }\n\n    #content-1vqJdd {\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        .p-0 {\n            padding: 1rem !important;\n        }\n        #content-1vqJdd {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-content-container lazyblock-content-1vqJdd-container  px-0 \"\n     id=\"content-1vqJdd\">\n    <div class=\"row lazyblock-content justify-content-start  lazyblock-content-1vqJdd\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <h4><span style=\"color: #421f3c; font-size: 32px;\">5. Be regular\u200b<\/span><\/h4>\n<p>Just like your customer experience, customer journey mapping is a constant process and needs regular updating. According to CXPA,\u00a0organizations are most satisfied\u00a0with the results if customer journey mapping is undertaken very frequently. For example, firms that conduct customer journey mapping every month report a more positive impact as compared to ones performing it bi-annually and annually. Not a very surprising observation considering that customer expectations are continually evolving and brands that regularly map their customers\u2019 journeys are in a better position to anticipate and meet these requirements.<\/p>        <\/div>\n    <\/div>\n<\/div>\n\n                <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n<!-- end -->\n\n\n\n\n<style>\n    #section-1IKRQM {\n        padding-top: 2.8rem;\n        padding-bottom: 1.8rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-1IKRQM {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #f5f5f5;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-1IKRQM-container  #f5f5f5 custom-padding \" id=\"section-1IKRQM\"\n    style=\"opacity: 100%; background-color: #f5f5f5;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-10 px-0 custom-padding row\">\n                    \n\n<style>\n    .lazyblock-content-1dsa4i p,\n    .lazyblock-content-1dsa4i p a,\n    .lazyblock-content-1dsa4i h1,\n    .lazyblock-content-1dsa4i h2,\n    .lazyblock-content-1dsa4i h3,\n    .lazyblock-content-1dsa4i h4,\n    .lazyblock-content-1dsa4i h5 {\n        color: ;\n    }\n\n    #content-1dsa4i {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n    }\n\n    #content-1dsa4i {\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        .p-0 {\n            padding: 1rem !important;\n        }\n        #content-1dsa4i {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-content-container lazyblock-content-1dsa4i-container  px-0 \"\n     id=\"content-1dsa4i\">\n    <div class=\"row lazyblock-content justify-content-start  lazyblock-content-1dsa4i\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <h4><span style=\"font-size: 2.5rem; color: #421f3c;\">Parting thoughts\u200b \u200b\u200b<\/span><\/h4>\n<p>Today, customers don\u2019t want to be treated like numbers but demand a high degree of personalization. Customer journey mapping certainly takes time and effort, but it\u2019s useful in understanding your customers and their needs. If you really want to stand out, start simple with customer journey mapping to comprehend and even anticipate customer demands, resulting in better engagement and customer loyalty<\/p>        <\/div>\n    <\/div>\n<\/div>\n\n                <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n<!-- end -->\n\n\n\n\n<style>\n    #section-xyxh0 {\n        padding-top: 4rem;\n        padding-bottom: 2.8rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-xyxh0 {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #ffffff;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-xyxh0-container  #ffffff custom-padding \" id=\"section-xyxh0\"\n    style=\"opacity: 100%; background-color: #ffffff;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-10 px-0 custom-padding row\">\n                    \n\n<style>\n    #section-ZkPlMD {\n        padding-top: 2.8rem;\n        padding-bottom: 0rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-ZkPlMD {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #421f3c;\">\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n    <div class=\"container-fluid lazyblock-section lazyblock-section-ZkPlMD-container  \" id=\"section-ZkPlMD\"\n         style=\"opacity: 100%; background-color: #421f3c;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"container-md \">\n            <div class=\"row col-lg-12\">\n                \n\n<style>\n    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 <div class=\"content-wrapper col-lg-6 col-12 pe-4 mb-lg-0 mb-4 order-1\">\n            <div class=\"d-flex flex-centered h-100\">\n                                                <div class=\"d-flex flex-wrap\">\n                    <div class=\"container-md px-0\">\n                        <div class=\"row lazyblock-content justify-content-start\">\n                            <div class=\"col-12 col-lg-12 text-start ps-4\">\n                    \n\n<style>\n    #heading-ZvLLaC .heading h2 {\n        color: #ffffff;\n        font-size: 2rem;\n        line-height: 3rem !important;\n    }\n\n    #heading-ZvLLaC {\n        margin-top: 0rem;\n        margin-bottom: 2rem;\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        #heading-ZvLLaC {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-heading-2-container lazyblock-heading-2-ZvLLaC  px-0\" id=\"heading-ZvLLaC\">\n    <div class=\"row heading lazyblock-heading-2 justify-content-start  lazyblock-heading-2-ZvLLaC\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <a class=\"heading-2-anchor heading-anchor\" id=\"create-your-own-assessment-for-free\"><\/a>\n            <h2>Create your own assessment <br>for free!<\/h2>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n<div class=\"row lazyblock-cta w-100\">\n    <div class=\"col-lg-12 text-start\">\n        <a class=\"btn btn-primary  \" href=\"https:\/\/app.pointerpro.com\/register?trial=true&amp;plan=professional\" target=\"_self\">Get started today<\/a>\n    <\/div>\n<\/div>\n\n                            <\/div>\n                        <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        <div class=\"image-wrapper col-lg-6 order-2\">\n            <div class=\"d-flex flex-centered h-100\">\n                                                                    <img decoding=\"async\" class=\"on-the-fly-ZsQap8\" src=\"https:\/\/pointerpro.com\/wp-content\/uploads\/PP-BANNER-GetStartedToday.png\"\n                         alt=\"\" title=\"\"\/>\n                            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\n<script>\n    document.addEventListener(\"DOMContentLoaded\", function() {\n        var containers = document.querySelectorAll('.lazyblock-content-image-container');\n\n        function checkViewport() {\n            var screenWidth = window.innerWidth;\n            if (screenWidth > 320 && screenWidth <= 768) {\n                containers.forEach(function(container) {\n                    container.classList.remove('px-0', 'mx-0');\n                });\n            } else {\n                containers.forEach(function(container) {\n                    container.classList.add('px-0', 'mx-0');\n                });\n            }\n        }\n\n        checkViewport();\n\n        window.addEventListener('resize', 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recommended-reading-single-post-container  custom-padding \" id=\"section-a84yh\"\n    style=\"opacity: 100%; \">\n                        <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-12 px-0 custom-padding row\">\n                    \n\n<style>\n    #heading-x540R .heading h2 {\n        color: #ff7418;\n        font-size: 1.5rem;\n        line-height: 2rem !important;\n    }\n\n    #heading-x540R {\n        margin-top: 0rem;\n        margin-bottom: 2rem;\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        #heading-x540R {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-heading-2-container lazyblock-heading-2-x540R  px-0\" id=\"heading-x540R\">\n    <div class=\"row heading lazyblock-heading-2 justify-content-start  lazyblock-heading-2-x540R\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <a class=\"heading-2-anchor heading-anchor\" id=\"recommended-reading\"><\/a>\n            <h2>Recommended Reading<\/h2>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n<div class=\"container-md lazyblock-teasers \">\n\n    \n    \n            <div class=\"row-wrapper child row row-cols-1 row-cols-lg-2 row-cols-xl-3 grid-gutter\" id=\"content_1w1IG6\">\n                                                <div class=\"col pb-5\">\n                        <div class=\"card h-100 px-0 recommended-posts\">\n    <div class=\"recommended-item-wrapper\">\n        <div class=\"recommended-item-card\">\n                            <div class=\"recommended-item-img-wrapper\">\n                    <img decoding=\"async\" src=\"https:\/\/pointerpro.com\/wp-content\/uploads\/small-business-survey-growth-3-1024x573-1.png\" class=\"recommended-item-img\" alt=\"5 benefits of using business surveys\">\n                <\/div>\n                        <div class=\"recommended-item-body flex-column h-100\">\n                <div class=\"recommended-item-title\">\n                    <h4><a href=\"https:\/\/pointerpro.com\/blog\/small-business-survey-5-examples\/\">5 benefits of using business surveys<\/a><\/h4>\n                <\/div>\n                <div class=\"recommended-item-excerpt\">\n                    <p>Discover 5 ways that business surveys can help companies better understand their customers,...<\/p>\n                <\/div>\n            <\/div>\n            <div class=\"recommended-item-cta\">\n                <a href=\"https:\/\/pointerpro.com\/blog\/small-business-survey-5-examples\/\" class=\"arrow d-flex align-items-center\">\n                Read more \n                   <img decoding=\"async\" src=\"https:\/\/pointerpro.com\/wp-content\/themes\/project-child\/assets\/img\/icons\/arrow-right.png\" alt=\"read more arrow\">\n                <\/a>\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n                    <\/div>\n                                        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         <p>Measuring brand loyalty is extremely important for your long term success. Learn what...<\/p>\n                <\/div>\n            <\/div>\n            <div class=\"recommended-item-cta\">\n                <a href=\"https:\/\/pointerpro.com\/blog\/5-key-insights-for-building-an-effective-brand-loyalty-questionnaire\/\" class=\"arrow d-flex align-items-center\">\n                Read more \n                   <img decoding=\"async\" src=\"https:\/\/pointerpro.com\/wp-content\/themes\/project-child\/assets\/img\/icons\/arrow-right.png\" alt=\"read more arrow\">\n                <\/a>\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n                    <\/div>\n                                                                <div class=\"col pb-5\">\n                        <div class=\"card h-100 px-0 recommended-posts\">\n    <div class=\"recommended-item-wrapper\">\n        <div class=\"recommended-item-card\">\n                            <div class=\"recommended-item-img-wrapper\">\n                    <img decoding=\"async\" src=\"https:\/\/pointerpro.com\/wp-content\/uploads\/Scherm_afbeelding-2023-03-17-om-16.59.20-1024x597-1.png\" class=\"recommended-item-img\" alt=\"Improve your online presence: 10 key aspects to focus on for scale-up businesses\">\n                <\/div>\n                        <div class=\"recommended-item-body flex-column h-100\">\n                <div class=\"recommended-item-title\">\n                    <h4><a href=\"https:\/\/pointerpro.com\/blog\/online-presence\/\">Improve your online presence: 10 key aspects to focus on for scale-up businesses<\/a><\/h4>\n                <\/div>\n                <div class=\"recommended-item-excerpt\">\n                    <p>This post explains the important aspects of an online presence and analyzes the...<\/p>\n                <\/div>\n            <\/div>\n            <div class=\"recommended-item-cta\">\n                <a href=\"https:\/\/pointerpro.com\/blog\/online-presence\/\" class=\"arrow d-flex align-items-center\">\n                Read more \n                   <img decoding=\"async\" src=\"https:\/\/pointerpro.com\/wp-content\/themes\/project-child\/assets\/img\/icons\/arrow-right.png\" alt=\"read more arrow\">\n                <\/a>\n            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n                    <\/div>\n                                    <\/div>\n\n            <\/div>\n\n<script>\n    jQuery(document).ready(function($) {\n        jQuery('select').select2({\n            minimumResultsForSearch: -1,\n            width: 'resolve'\n        });\n\n        $('select').on('change', function() {\n            $('#blogform').submit();\n        });\n\n        $('.sorting input[type=\"radio\"]').change(function() {\n            $('.submit input[type=\"submit\"]').click();\n        });\n\n        \/\/ Add specific class if .career-type is found within .col div\n        document.querySelectorAll('.grid-gutter > .col').forEach(function(col) {\n            if (col.querySelector('.career-type')) {\n                col.parentNode.classList.add('career-gutter');\n            }\n        });\n\n        const $searchForm = $('#blogform');\n        \/\/ Prevent form submission on Enter key press in the search input\n        $searchForm.on('keypress', '#search-blog', function(event) {\n            if (event.which === 13) {\n                event.preventDefault();\n            }\n        });\n\n        const $searchSubmit = $('.search-submit');\n        $searchSubmit.on('click', function(event) {\n            event.preventDefault();\n        });\n\n    });\n<\/script>\n\n\n\n                <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n<!-- end -->\n\n\n\n\n<style>\n    #section-nhPW5 {\n        padding-top: 2.8rem;\n        padding-bottom: 2.8rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-nhPW5 {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #553550;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-nhPW5-container mailform-single-page-container #553550 custom-padding \" id=\"section-nhPW5\"\n    style=\"opacity: 100%; background-color: #553550;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-12 px-0 custom-padding row\">\n                    \n<div class=\"row mx-0 lazyblock-form\">\n    <div class=\"form-pretext px-0\">\n        <h2><span style=\"font-size: 36px; color: #ffffff;\">Want to know more?<\/span><\/h2>\n<p><span style=\"color: #ffffff;\">Subscribe to our newsletter and get hand-picked articles directly to your inbox<\/span><\/p>    <\/div>\n    <form id=\"form-Z1bUSAc\" class=\"mailchimp-form\">\n        <div class=\"row\">\n            <div class=\"col-md-7 px-0\">\n                <input type=\"email\" name=\"subscribe-email\" id=\"subscribe-email-Z1bUSAc\"\n                       class=\"form-control\" placeholder=\"E-mail\" required>\n            <\/div>\n            <div class=\"col-md-5\">\n                <button type=\"submit\" class=\"btn btn-primary\">Subscribe<\/button>\n            <\/div>\n        <\/div>\n    <\/form>\n    <div id=\"form-Z1bUSAc-spinner\" class=\"d-none\">\n        Please wait..\n    <\/div>\n    <div id=\"form-Z1bUSAc-thankyou\" class=\"d-none px-0\">\n        Your submission was successful!    <\/div>\n<\/div>\n\n<script>\n    jQuery(document).ready(function ($) {\n        $('.mailchimp-form').on('submit', function (e) {\n            e.preventDefault();\n            var blockId = $(this).attr('id').split('-')[1];\n            var emailInput = $('#subscribe-email-' + blockId);\n            var email = emailInput.val();\n            var spinner = $('#form-' + blockId + '-spinner');\n            var thankyou = $('#form-' + blockId + '-thankyou');\n\n            spinner.removeClass('d-none'); 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Only 36% of companies have a streamlined process to map customer journeys. 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