{"id":2291,"date":"2021-08-25T17:44:48","date_gmt":"2021-08-25T17:44:48","guid":{"rendered":"https:\/\/devbloglavaprotocols.nityo.in\/customer-journey-mapping-why-do-you-need-it\/"},"modified":"2021-08-25T17:44:48","modified_gmt":"2021-08-25T17:44:48","slug":"customer-journey-mapping-why-do-you-need-it","status":"publish","type":"post","link":"https:\/\/www.lavaprotocols.com\/the-cloud-blog\/customer-journey-mapping-why-do-you-need-it\/","title":{"rendered":"Customer Journey Mapping: Why Do You Need It?"},"content":{"rendered":"
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Tourist looking at the map and planning a journey<\/p>\n

” data-medium-file=”https:\/\/i0.wp.com\/www.lavaprotocols.com\/wp-content\/uploads\/2021\/08\/tourist-looking-at-the-map-and-planning-a-journey-RYUC8ZH-3.jpg?fit=300%2C200&ssl=1″ data-large-file=”https:\/\/i0.wp.com\/www.lavaprotocols.com\/wp-content\/uploads\/2021\/08\/tourist-looking-at-the-map-and-planning-a-journey-RYUC8ZH-3.jpg?fit=1024%2C682&ssl=1″ loading=”lazy” class=”wp-image-13742 size-full” src=”https:\/\/4843500.fs1.hubspotusercontent-na1.net\/hubfs\/4843500\/Imported_Blog_Media\/tourist-looking-at-the-map-and-planning-a-journey-RYUC8ZH-3.jpg” alt=”” width=”1080″ height=”720″ srcset=”https:\/\/4843500.fs1.hubspotusercontent-na1.net\/hubfs\/4843500\/Imported_Blog_Media\/tourist-looking-at-the-map-and-planning-a-journey-RYUC8ZH-3.jpg 1280w, https:\/\/4843500.fs1.hubspotusercontent-na1.net\/hubfs\/4843500\/Imported_Blog_Media\/tourist-looking-at-the-map-and-planning-a-journey-RYUC8ZH-3-980×653.jpg 980w, https:\/\/4843500.fs1.hubspotusercontent-na1.net\/hubfs\/4843500\/Imported_Blog_Media\/tourist-looking-at-the-map-and-planning-a-journey-RYUC8ZH-3-480×320.jpg 480w” sizes=”(min-width: 0px) and (max-width: 480px) 480px, (min-width: 481px) and (max-width: 980px) 980px, (min-width: 981px) 1280px, 100vw” data-recalc-dims=”1″><\/p>\n

By Swatil Binte Mahmud, Blogger, Lava Protocols<\/i><\/b><\/b><\/p>\n

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We tend to think we offer products and our customers buy them and that is somehow the end of the story. Donald Draper, a big-shot ad man in the popular American drama series <\/span>Mad Men, <\/span><\/i>once said, <\/span>\u201cWell, technology is a glittering lure. But there\u2019s the rare occasion when the public can be engaged on a level beyond flash if they have a sentimental bond with the product.\u201d <\/span><\/i>He was trying to sell his idea to the Kodak company for their popular product in the \u201960ss, The Carousel.<\/span><\/p>\n

However, what made the men from Kodak buy his idea was what he said next. Don said, <\/span>\u201cThis device isn\u2019t a spaceship. It\u2019s a time machine. It goes backward, forwards. It takes us to a place where we ache to go again. It\u2019s not called the Wheel. It\u2019s called a Carousel. It lets us travel the way a child travels. Around and around, and back home again\u2026 to a place where we know we are loved.\u201d <\/span><\/i>Well, Donald Draper knew that selling a product is not the end of a journey, but just the beginning of it!\u00a0<\/span><\/p>\n

This is why you need to ensure that your company values customer journeys and at the same time allocates resources to map the journey.\u00a0<\/span><\/p>\n

What are your customers thinking?<\/b><\/p>\n

Customers now use various apps and platforms to stay connected to the business they are investing their money in. They use messaging apps, email, phone calls, websites, and various other channels to communicate with businesses and companies. Customer experience is more important than ever. According to\u00a0<\/span>2020 global research from Salesforce,<\/span><\/a><\/p>\n