[et_pb_section fb_built=”1″ _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row _builder_version=”4.19.5″ _module_preset=”4f2656be-a916-49d5-9b97-48a9d2c9dd22″ global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.19.5″ _module_preset=”767f238d-fafc-4be0-b958-e66b59b9aa2a” text_font_size=”22px” width_last_edited=”off|phone” custom_margin_last_edited=”off|phone” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n
The terms customer journey and customer experience are close to each other, yet there are some nuances. To highlight these, we will first explain the terms individually before going into the most significant differences. <\/span><\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ _module_preset=”default” background_color=”rgba(1,149,223,0.05)” width=”50%” width_tablet=”50%” width_phone=”100%” width_last_edited=”on|phone” module_alignment=”center” border_radii=”on|30px|30px|30px|30px” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row _builder_version=”4.16″ _module_preset=”default” custom_padding=”0px|0px|0px|0px|false|false” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n 1. What is a Customer Journey?<\/span><\/a> [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row _builder_version=”4.19.5″ _module_preset=”4f2656be-a916-49d5-9b97-48a9d2c9dd22″ global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text module_id=”cj-definition” _builder_version=”4.19.5″ _module_preset=”767f238d-fafc-4be0-b958-e66b59b9aa2a” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n The customer journey is the path that a customer takes through touchpoints before completing a desired target action. This can be a concrete purchase, but also a specific micro-conversion such as filling out a form, subscribing to a newsletter, or registering in a customer portal. In all cases, this journey is divided into five phases:<\/p>\n <\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row _builder_version=”4.19.5″ _module_preset=”4f2656be-a916-49d5-9b97-48a9d2c9dd22″ global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text module_id=”cj-mapping” _builder_version=”4.19.5″ _module_preset=”767f238d-fafc-4be0-b958-e66b59b9aa2a” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n The customer journey can be visually prepared in a so-called customer journey map. It shows the customer’s path along the various phases and the contact with the respective touchpoints. With the help of the map, weak points along the journey can be uncovered. The map is therefore a good basis for the continuous optimization of the customer experience.<\/p>\n <\/p>\n Before the map can be created, however, a number of preparations must be made. First, the target group must be defined and, above all, understood. Then, all relevant touchpoints must be identified and put into a chronological sequence.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row _builder_version=”4.19.5″ _module_preset=”4f2656be-a916-49d5-9b97-48a9d2c9dd22″ global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text module_id=”ziel-journey” _builder_version=”4.19.5″ _module_preset=”767f238d-fafc-4be0-b958-e66b59b9aa2a” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n The customer journey is not limited to individual departments, but must be viewed holistically across the entire value chain. The countless touchpoints conceal extensive processes that must be coordinated and harmonised. Both offline and digital touchpoints must be included.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row _builder_version=”4.19.5″ _module_preset=”4f2656be-a916-49d5-9b97-48a9d2c9dd22″ global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text module_id=”cx” _builder_version=”4.19.5″ _module_preset=”767f238d-fafc-4be0-b958-e66b59b9aa2a” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n Customer experience (CX) is the experience that a customer has with a brand. It encompasses all points of interaction, from generating awareness to winning back customers. In other words, it refers to the relationship between a company and its customers. The decisive factor is how the customer perceives the experience. Positive memories promote customer loyalty and positively influence the value of one’s own company.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row _builder_version=”4.19.5″ _module_preset=”4f2656be-a916-49d5-9b97-48a9d2c9dd22″ global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text module_id=”cx-mapping” _builder_version=”4.19.5″ _module_preset=”767f238d-fafc-4be0-b958-e66b59b9aa2a” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n Similar to the customer journey map, the experience map shows the customer’s journey from product discovery to purchase. However, the customer experience map goes further and makes visible what your competitors and your company are doing as part of this journey by taking into account reviews, testimonials, recommendations, support, etc. The experience map is also presented in phases and includes emotions, excellence factors, and needs in addition to the precise orchestration of an overarching experience.<\/p>\n <\/p>\n The journey already mentioned can be treated as part of the experience map. In this way, the specific customer journey can be embedded directly in the target experience and the experience can be designed in a customer-centric way.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.16″ _module_preset=”default” background_color=”#f0f9fd” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”1_2″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_image src=”https:\/\/yawave.com\/wp-content\/uploads\/2022\/12\/template_features_2.jpg” title_text=”template_features_2″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.16″ _module_preset=”default” custom_margin=”|||0px|false|false” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n Looking for an easy-to-use template to help you visualize and optimize your company’s customer experience?<\/p>\n Our template offers you a simple way to display the steps and touchpoints of your customers at a glance and identify optimization potential.[\/et_pb_text][et_pb_code module_class=”custom-code” _builder_version=”4.19.5″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”]
2. Customer Journey Mapping<\/span><\/a>
3. The goal: a seamless Journey<\/span><\/a>
4. What is the Customer Experience?<\/span><\/a>
5. Customer Experience Mapping<\/span><\/a>
6. What does Customer Experience Management mean?<\/span><\/a>
7. The importance of Customer Experience<\/span><\/a>
8. Customer Experience Examples<\/a>
9. How can Customer Experience be measured?<\/a>
10. Ways to improve the Customer Experience<\/a>
11. Customer Journey vs. Customer Experience: The Differences<\/a>
12. Takeaways<\/a><\/p>\nWhat is a Customer Journey?<\/h2>\n
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Customer Journey Mapping<\/h2>\n
The goal: a seamless Journey<\/h2>\n
What is the Customer Experience?<\/h2>\n
Customer Experience Mapping<\/h2>\n
Free template for optimizing the customer experience<\/span><\/h3>\n