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Customer Journey Mapping - Essay Example

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This essay describes a customer’s journey through the entire product buying experience which also includes his post buying experience. The analysis that any company performs in order to assess the journey of customers right from the start up until they start using the product…
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Customer Journey Mapping
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Download file to see previous pages The various elements that are included in the journey of a customer involves awareness, finding answers of any possible queries that the customer might have, then comes the price and when a customer is satisfied with all of the above then he performs the purchase. Most of us would think that, that is when the process ends but there is more to it which is known as the post sales journey which includes the post-sales support, lodging of any complaint that the customer found in the product or service. The assessment of this complaint is the next step in the process upon which the organization then upgrades or amends its services based on the post sales review.There are numerous benefits for the assessment of customer journey mapping however, the three main essential advantages include the fact that it gives an overview of the experience which was given to all the customers, it gives an idea about the basic needs and requirements that the organization requires and it also showcases the various aspects of importance and the aspects that should not be given importance.For the purpose of this assignment, I will be studying two very popular e-commerce websites i.e., eBay and amazon and will assess the process of customer journeys for each of these organization and how this affects the ways in which the customer approaches the organization. EBay has long been a very popular place for the buying and selling of goods and with over one million customers, it is a place which serves as the global market. ...Download file to see next pagesRead More
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