Customer personas are the characteristics

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Advocacy : The customer uses the product or service, interacts with the company, and decides whether or not to use the product or service again. customer journey stages Stages in CJM Customer portrait  of a market segment. Customer portraits are built based on data and research about real customers. Some information collected when creating customer personas often includes age, gender, occupation, income, interests, lifestyle and psychological factors of the customer. Contact point (Touch point) Touchpoints are every interaction a customer has with a brand throughout the purchasing journey.


Each stage can have multiple touchpoints. For Telegram Number Data example, during the software usage phase, customers can call, come directly to the store or email to request support. Touchpoints in the customer journey may include things like: Posters, stickers, billboards, flyers, online advertising Shop or office Website and social media platforms Customer-facing employees, such as cashiers, customer service representatives, and sales representatives Purchasing experience, including pricing and payment process Any post-purchase activity from the brand, such as emails or calls Customer support touchpoint Touchpoints are all user interactions with the brand Customer actions and emotions One of the main goals of creating a customer journey map is to predict customer actions and emotions. This way, a brand can pinpoint the factors that can drive success.



At each stage or each touchpoint, you need to find out what your customers want, what they will do or how they will feel. You can collect real customer feedback through email surveys. There's nothing better than valuable information provided by customers themselves. Explore opportunities and challenges Once you've mapped the customer journey, you can see the opportunities and challenges at each stage and each touchpoint. You might want to consider what might be stopping your customers from making a purchasing decision or what reasons they might not return to buy. For example , you realize that 20% of customers leave at the checkout stage.