There are many touchpoints, so it is worth adding the most important ones to the CJM. For example, a clothing store may have attractive outdoor advertising, a bright and noticeable signboard, and a good selection. But if the sellers are unfriendly or the required payment method does not work, the purchase will not take place. All these points are important points of contact between the company and the client. Touchpoints include all interactions between a customer and a business.
Client goals and expectations
In this section, it is necessary to describe the client’s goals netherlands phone number library at each stage of the journey, their desires and expectations from the product and interaction with the company. This way, the business will be able to act “proactively” and anticipate issues that are important to the audience. For example, at the stage of choosing a product, a person wants to receive clear and structured information about how one product differs from another.
If the client is faced with such
A choice for the first time, then he will also need to figure out which parameters are important and which are not. At the purchase stage, detailed information about the cost, terms and other details of delivery. There should also be the possibility of different payment methods: cash or non-cash, on the website, in the office or when meeting with the courier.
Thoughts and questions
To understand your audience even better, you need specific health safety measures and optimize thoughts and questions that arise in a person’s head at each stage. This section complements and clarifies the previous block on the client’s goals and expectations well. For example, a person buys a sofa on a marketplace. At the time of purchase, he will want to know the following.
How many days will it take to deliver the sofa?
Will the delivery arrive at a specific time or will I have to sit at cg leads home all day? Do I have to pay for shipping separately? If so, how? Will the sofa arrive assembled or disassembled? Will I be able to assemble the sofa myself or will I need to contact a professional?