Customer Journey Map: Why it’s Important for Your Brand?



Senior editor

Parul Saxena

Chief editor

Last updated: April 27, 2021

A customer journey map is an extremely important asset for your business. It supports and guides you towards meeting your customer’s needs and ensuring that they stay loyal to your brand. Understanding customer journey and the importance of customer journey map for your brand is a powerful strategy to enhance customer loyalty.

A customer journey map is a virtual representation of the customer experience of your product or service. This helps you understand customer needs, identify opportunities and future challenges. It helps you design and deliver a better customer experience and boost customer satisfaction. For example, if we talk about shops, like, CeX where customers can get the most cost-effective deals, then it is understood those stores meet their customer needs. This is only possible with customer journey mapping. 

When well applied and structured, a customer journey map is a powerful tool to improve your customer base. Let us discuss in detail how a customer journey map can benefit your business.

Why is a Customer Journey Map Important?

Customer journey mapping is important because it is a strategic approach to better understanding customer expectations and is essential to improving customer experience.

Customer journey is important for small and medium enterprises as well as new start-ups. Regardless of size, customer expectations continuously change for all companies. Clients need a holistic approach to customer service, marketing, and sales.

With the help of customer journey maps, small and medium-sized businesses can create a personalized experience for stakeholders and channels at all touchpoints.

The customer journey provides many benefits, such as:

  • It simplifies the customer setup process
  • Helps you compare the customer experience customers want with the experience they get
  • Understand the differences in buyer persona when switching from a potential customer to a converted client 
  • Enables you to create a logical sequence for your shopping trip.

Help you to Understand Customer Needs:

Identifying customer needs helps your company to provide customers with the right solution to their unique problems. While doing so it also helps you build customer loyalty by providing what your customer expects. Hence it is very important to understand the customer journey and mold your product or service offering. If you look at a brand new customer journey from the customer’s point of view, it will help you understand customer needs, identify opportunities and solve problems. Thus it becomes imperative to create an effective customer journey map for your brand.

Able to Measure Customer Satisfaction:

A customer journey map is typically circular, which helps you to drill down into customer needs and identify their problem. A customer journey map is therefore an excellent way of measuring customer satisfaction. Recent studies have shown that customer satisfaction is highest where customers can easily see their journey on a map and this increases customer loyalty.

According to researchers working on customer satisfaction, a customer journey map is one of the most powerful ways of measuring customer satisfaction because it shows the customer where they are in the buying cycle. This means that on viewing your customer journey map you know exactly where your customer is within the buying process and this helps you to make changes where necessary. Furthermore, a customer journey map also provides a clear and concise image of customer behavior. This in turn helps you to improve customer retention and engagement.


In short customer journey maps not only provide a visual representation of customer behavior but also show you how to re-design the product or service to specifically benefit the customer. Hence a customer journey map provides both a generic and specific image of customer satisfaction. As a result of all these advantages, customer journey maps are definitely worth your investment.

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