What are the key components of a customer journey?

In the context of customer journey mapping, especially within SAP Signavio, the key components include:

B: Touchpoints & Painpoints.These are critical as they represent the interactions and challenges customers face at various stages of their journey, providing insights into customer experiences and areas needing improvement.

C: Persona.Developing personas is essential for understanding the different types of customers who interact with your business. Personas help tailor the journey to meet the specific needs, behaviors, and expectations of different customer segments.

D: Steps & Stages.These define the sequence of events that a customer goes through in their interaction with a company, from initial awareness to post-purchase actions. It is vital to map these steps clearly to understand and enhance the customer experience effectively.

References:These components are widely recognized in customer journey mapping practices, including those supported by SAP Signavio, to ensure a comprehensive and empathetic understanding of customer interactions.