Customer Journey is the sum of all the activities a customer has done while browsing through a particular brand, from first getting to know about it to finally buying something or maybe leaving the platform in the middle. There are several methods through which an organization or a business owner could access a detailed map of the customer journey by tracking it all the time or from time to time.
However, one may wonder, what is the use for mapping the customer journey or what could we gain from tracking it? The answer to that is, by tracking and having a detailed map of the customer journey, organizations and business owners could predict what their customers want.
One must understand that predicting the customers’ wish and the next move is not based merely on luck but also on facts, figures, data, and rational analysis. Let’s take a look at this interesting example:
A customer started downloading a film of 3GB and only has 1.5GB of data present with him. If the service provider offers a one-time 2GB data deal, at a certain price, what are the chances that the customer would not accept it? Extremely negligible. This level of customer satisfaction could only be provided by the organizations and business owners when they can predict customer behaviour by mapping and tracking the customer journey effectively and promptly.
Predicting the customer journey cleverly, with the help of tracking and mapping, will also optimize the customer journey in a great manner. Also, it will help the organizations and business owners to provide relevant and customized products to the customers, which in turn certainly would prove to be a boon for them.
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