A customer journey map is a very simple idea: it's a diagram that illustrates the steps your customer(s) go through in engaging with your organization, whether it is a product, an online experience, retail experience, a service, or any combination thereof.
Connected Customer Experience
Everyone seems to be asking the same question these days; “How do I engage today’s disengaged consumers?” Present-day mobile and social consumers don’t watch television shows during standard broadcast hours, they don’t read newspapers, and they surely don’t listen to the radio. Modern consumers get breaking news, in the minute, from social media networks instead of waiting for the nightly 7:00 PM broadcast.
In February of this year the Harvard Business Review Blog Network published an article penned by Joe McCambley entitled Stop Selling Ads and Do Something Useful. The article focused on how brands need to create experiences for customers rather than creating ads.
Gartner in its latest findings said that the public cloud market is forecast to grow by more than 18 percent worldwide in 2013, amounting to $131 billion, up from $111 billion in 2012.
Traditional Media Consumption Lessened
Today’s social, mobile consumers interface less and less with traditional media delivery channels. Smartphone apps have already surpassed the web when it comes to consumer time-spent, and are second only to time spent watching TV. In December of 2012 users consumed an average of 127 minutes a day engaged with mobile apps. That’s a 33% increase over 2011 during which consumers expended 94 minutes daily. In comparison, television viewing habits accounted for a scant 70 minutes in 2012 – barely more than an hour a day. How much will lower will these numbers decline in the years to come?