#customer-journey

Facilitate a customer journey mapping workshop. Process: 1. Define persona and scenario. 2. Map stages (Awareness, Consideration, Purchase, Retention, Advocacy). 3. Identify touchpoints at each stage (website, email, support). 4. Document customer actions, thoughts, and emotions. 5. Highlight pain points and opportunities. 6. Assign ownership for improvements. Use collaborative tools (Miro, FigJam). Include pre-work template and post-workshop action plan. Deliver journey map as visual artifact.

Develop comprehensive digital marketing strategies with data-driven planning and multi-channel integration. Strategic planning framework: 1. Market analysis: competitor research, target audience personas, SWOT analysis, market size estimation. 2. Goal setting: SMART objectives, KPI definition, revenue targets, ROI expectations (3:1 minimum). 3. Channel selection: owned/earned/paid media mix, budget allocation, channel attribution modeling. Customer journey mapping: 1. Awareness stage: content marketing, SEO, social media presence, brand storytelling. 2. Consideration: email nurturing, retargeting campaigns, comparison content, webinars. 3. Decision: product demos, testimonials, limited-time offers, sales enablement. 4. Retention: loyalty programs, customer success, upselling campaigns. Budget allocation strategy: 1. 80/20 rule: 80% proven channels, 20% experimental, quarterly budget reviews. 2. Channel distribution: search (30%), social (25%), content (20%), email (15%), other (10%). 3. Performance tracking: cost per acquisition (CPA), lifetime value (LTV), attribution modeling. Analytics and measurement: 1. UTM tracking: campaign source, medium, content parameters, Google Analytics integration. 2. Conversion funnel: awareness → interest → consideration → purchase → advocacy. 3. A/B testing: headlines, creative assets, landing pages, 95% statistical significance. Technology stack: CRM integration, marketing automation, attribution tools, customer data platform (CDP) for unified customer view.

Map comprehensive customer journeys with touchpoint optimization for seamless experience across all channels. Journey mapping methodology: 1. Research foundation: customer interviews, surveys, analytics data, behavioral observation, persona development. 2. Touchpoint identification: all interaction points, digital/physical channels, direct/indirect contacts. 3. Emotional mapping: customer feelings, pain points, moments of truth, satisfaction levels. Journey stages: 1. Awareness: problem recognition, information seeking, brand discovery, initial research touchpoints. 2. Consideration: option evaluation, comparison, deeper research, peer consultation, expert advice. 3. Purchase: decision making, transaction process, payment experience, confirmation communications. 4. Onboarding: product delivery, setup assistance, initial usage, support interactions. 5. Advocacy: satisfaction assessment, review/referral behavior, repeat purchase, loyalty development. Cross-channel orchestration: 1. Channel consistency: messaging alignment, visual identity, service quality, information accuracy. 2. Data integration: unified customer view, cross-channel tracking, preference synchronization. 3. Handoff optimization: seamless transitions, context preservation, continuation experience. Pain point analysis: 1. Friction identification: process bottlenecks, information gaps, technical issues, service failures. 2. Impact assessment: customer effort, satisfaction impact, business cost, resolution priority. 3. Solution development: process improvement, technology enhancement, training needs, policy changes. Experience optimization: 1. Moment optimization: critical touchpoints, emotional peaks, satisfaction drivers, differentiation opportunities. 2. Personalization: individual preferences, behavioral adaptation, contextual relevance, predictive assistance. Measurement: customer effort score (CES), net promoter score (NPS), customer satisfaction (CSAT), journey completion rates, touchpoint performance analysis for continuous improvement.

Map complete customer journey to identify improvement opportunities. Stages: Awareness → Consideration → Purchase → Onboarding → Usage → Advocacy. For each stage: 1. Customer actions (what they're doing). 2. Touchpoints (where they interact with product/brand). 3. Emotions (frustration, excitement, confusion). 4. Pain points (friction, blockers, delays). 5. Opportunities (features, improvements, content). Data sources: user interviews, analytics (Google Analytics funnels), support tickets, sales feedback. Visualization: timeline with swim lanes for different channels (web, mobile, email, support). Prioritize fixes: high-impact, low-effort improvements first. Example pain point: complex signup process, solution: social login. Update quarterly as product evolves. Share with entire team for customer empathy.