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How to Create a Mobile Customer Journey Map

Funnels are linear, and thanks to mobile, customer journeys are no longer so. Enter the mobile customer journey map, a better way to understand how mobile consumers interact with your brand.

Mobile customer journey maps provide data-backed insight to help you to improve your overall customer experience and product offering by illustrating the steps customers go through in order to engage with your company. Customer journey maps serve a similar purpose as a traditional sales funnel, but are much more flexible. This flexibility allows for individual customer journeys to be robustly built, which paves the way for hyper-personalized mobile experiences.

This guide explores:

  • The mobile customer lifecycle
  • Elements of a mobile customer journey map
  • The benefits of leveraging a mobile customer journey map over (or in addition to) a traditional funnel
  • Tips to learn your mobile customers’ journey
  • Step-by-step instructions to aid with your mobile customer journey map setup

A better way to communicate with customers:
Humanize the mobile experience

MAKE YOUR BRAND ACCESSIBLE

Use mobile as a vehicle to listen and respond to customer conversations.

PROACTIVELY ENGAGE AT SMART TIMES

Communicate intelligently with your customers at the right place, right time, and with the right people.

MAKE DATA-DRIVEN DECISIONS

Glean insights, learn, and take action based on customer feedback.