{"id":4464,"date":"2013-09-27T11:26:42","date_gmt":"2013-09-27T09:26:42","guid":{"rendered":"https:\/\/www.nextconsulting.se\/\/beta\/kundresan\/"},"modified":"2025-03-28T09:38:17","modified_gmt":"2025-03-28T08:38:17","slug":"customer-journey-mapping","status":"publish","type":"page","link":"https:\/\/www.nextconsulting.se\/en\/customer-journey-mapping\/","title":{"rendered":"Customer journey mapping"},"content":{"rendered":"<p><b>Customer journey mapping is a good tool for getting an overview of how the customer interacts, thinks and feels when it comes to having contact with your business.<\/b><\/p>\n<p><b>It gives you a map that helps to show you how different parts of your organisation impact customers at various stages on the customer journey, and also how all of the parts work together to impact the overall customer experience.<\/b><\/p>\n<p>When mapping your customer journey, we help you to create a clear picture of which parts of the customer journey are working well and which are not from the customer\u2019s perspective.<\/p>\n<p>The customer journey is therefore a good tool for customer-centric business development. The work results in one or more customer journey maps which visualise, what the customer does, what the customer thinks and what the customer feels at different touchpoints with your business.<\/p>\n<p>&nbsp;<\/p>\n<h2>Mapping your customer journey across multiple different levels<\/h2>\n<p>Depending on the level of detail you\u2019re after, there are a number of different results that can come out of customer journey mapping.<\/p>\n<p>A holistic customer journey that maps out your entire customer journey is good for getting an overview and for creating broad-scale understanding within your organisation of what your customer journey looks like as a whole.<\/p>\n<p>However, the holistic customer journey often has to be supplemented with more detailed customer journeys\/process maps in order to visualise where and how you can improve the individual stages of the journey your customers take<\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/www.nextconsulting.se\/wp-content\/uploads\/2019\/08\/Kundresan.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-3322 size-full\" src=\"https:\/\/www.nextconsulting.se\/wp-content\/uploads\/2019\/08\/Kundresan-e1567191246442.jpg\" alt=\"\" width=\"500\" height=\"307\" srcset=\"https:\/\/www.nextconsulting.se\/wp-content\/uploads\/2019\/08\/Kundresan-e1567191246442.jpg 500w, https:\/\/www.nextconsulting.se\/wp-content\/uploads\/2019\/08\/Kundresan-e1567191246442-250x154.jpg 250w, https:\/\/www.nextconsulting.se\/wp-content\/uploads\/2019\/08\/Kundresan-e1567191246442-120x74.jpg 120w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/a><\/p>\n<h2>Customer journeys should build on customer insights<\/h2>\n<p>Mapping your customer journey should always build on solid customer insights in order to ensure that the map actually lines up with customer experiences.<\/p>\n<p>We can collect input from customers through in-depth interviews, focus groups, observations, customer surveys, and by looking at other sources of data such as customer complaints etc. We also use information we collect from your own staff. All the material we obtain is structured and summarised in order to provide input for the customer journey mapping.<\/p>\n<p>&nbsp;<\/p>\n<h3>Some of the aspects that the customer journey can highlight include:<\/h3>\n<ul>\n<li>How the customer acts in various different phases before, during and after a purchase.<\/li>\n<li>How is delivery from your perspective and the customer\u2019s perspective.<\/li>\n<li>What processes can be streamlined.<\/li>\n<li>What moments in the customer journey does the customer feel are problematic<\/li>\n<li>How does the customer move between different channels and touchpoints.<\/li>\n<li>Where in the customer journey do you have the best opportunity for giving the customer added value.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"Customer journey mapping is a good tool for getting an overview of how the customer interacts, thinks and feels when&#8230;","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"tjanst-sub_template_marknad.php","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"class_list":["post-4464","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer journey mapping<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.nextconsulting.se\/en\/customer-journey-mapping\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer journey mapping\" \/>\n<meta property=\"og:description\" content=\"Customer journey mapping is a good tool for getting an overview of how the customer interacts, thinks and feels when...\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.nextconsulting.se\/en\/customer-journey-mapping\/\" \/>\n<meta property=\"og:site_name\" content=\"Next Research &amp; 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