Customer Journey: new car

Customer Journey - Shopping for a NEW car
Customer Journey - Shopping for a NEW car

7 Ways to Analyze a Customer-Journey Map. Evaluate your journey map to identify low and high points, failures to set expectations, unnecessary or too long steps, channel transitions, and moments of truth. 1.Look for points in the journey where expectations are not met. 2.Identify any unnecessary touchpoints or interactions 3.Identify the low points or points of friction 4.Pinpoint high-friction channel transitions 5.In your journey map, provide time durations for the major stages of the journey 6.Look for moments of truth!! 7.Identify high points or points where expectations are met or exceeded. #customerjourney #crm #customerexperience #digitalmarketing source: nngroup