Have you considered being your own customer? What I mean is look at your business from the perspective of a customer. For example, if you sell your products online and notice your cart abandonment rate is high. Or perhaps, you have a retail store with substantial foot traffic, but the end of day sales are lower than expected. Another scenario could be that you have a high engagement rate on your marketing campaigns, but your conversion rates are low. If you are experiencing situations like these, then it may be time to map the journey of your customer from the initial contact through closing of the sale.

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Academic Research

Want to uncover more knowledge insights and expand your learning? Here are a few research articles/case studies that connect theory with practice in the marketplace. Note: These articles are highly technical (i.e., the research method, data collection, and data analysis sections). To receive the most benefit, focus on the introduction and the conclusions/findings.

- Managing the Total Customer Experience | https://bit.ly/3yWc6iO
- Understanding Customer Experience | https://bit.ly/3AR1XED
- The Impact of Customer Satisfaction, Customer Experience, and Customer Loyalty on Brand Power | https://bit.ly/37OrbqR

Customer Journey Maps: Understanding The Path From Awareness Thru Purchase To Increase Sales | Ep. 7