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The State of Mapping the Customer Journey

Customer journey maps visualize the journey your customers take on their path to purchase, providing critical insights into how they make purchasing decisions. Journey maps harness valuable insights to illustrate the complete buying experience at an individual level: what matters most to customers, what they want to achieve, and what the organization can do to meet their needs.

However, mapping the customer journey is a large undertaking, requiring significant investment and organization-wide buy-in. Without securing C-suite approval and incorporating the journey map across departments, organizations can miss out on many of the benefits customer journey maps can provide.

To help organizations understand how to best leverage customer journey maps, we surveyed 422 business leaders to determine how they approach creating their journey maps and the value these maps provide across their organizations. Download our latest brief, The State of Mapping the Customer Journey.

When you’re ready to start mapping your customer experience, Hanover simplifies the complex customer journey using insights from customer data, survey results, and first-hand feedback. With Hanover Research, you will create an unparalleled customer experience based upon a comprehensive customer view.

Report Includes

Leverage the power of customer journey mapping

Nearly 90% of professionals using customer journey mapping report increases in customer satisfaction, lower churn rates, and fewer customer complaints.

Understand how best to leverage journey maps

How organizations create customer journey maps and who they choose to build them

The top goals customer journey maps help organizations achieve—from increased customer satisfaction to allocation of marketing and ad spend

Best practices to incorporate as you create your own customer journey map

Become a client

Access the best custom research to help hit your organization’s goals. Request your custom consult below and a member of our team will be in touch.

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