Identify the customer's emotions and thoughts
Next, identify the customer's feelings and thoughts.As in step 5, think about the map items and touchpoints. However, be sure to fill in the form here as well so as not to confuse your company's ideals and aspirations with the current situation. This is because when your company's wishes are mixed in, it becomes difficult to pay attention to the negative feelings that customers have.When recording the customer's feelings and thoughts, we phone number list recommend that you refer to the following points.Reference when recording customer's feelings and thoughtsCustomer surveys and researchInterviewing employees with attributes similar to persona Hot voices (opinions and requests) received by customer serviceCustomer feedback on SNS and review sitesStep 7: Find current issues and consider measuresExample of map for considering measuresFinally, based on what you've learned so far, summarize what kind of content and search measures are needed, and write it down in your customer journey map.Once the map is filled in, check the current issues according to the items below.Where does the persona's behavior not match?Are there any points that are not connected to your emotions and thoughts?In this case, the persona wants to ``digitize order processing and improve operational efficiency.
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If the site includes ``case studies of companies that have actually introduced this service and succeeded in improving business efficiency,'' it can be said that the site is in tune with the emotions and thoughts of customers.Let's consider each item one by one to see if it's working closely with customers, and if not, how to improve it.Please also watch the video that explains in detail how to create a customer journey using the template introduced here.You can also find more details in the article below. Please look at them all together.
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