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How to Create a Mobile Customer Journey Map

Customer funnels are what marketers have relied on for years, but they have one big problem: Funnels are linear, and thanks to mobile, customer journeys are no longer so.

The mobile customer journey map is meant to accomplish the same thing a traditional sales funnel does: It is a flexible framework that gives you a better way to understand how your customers interact with your brand, allowing you to improve your overall experience and product.

This guide covers differences between the traditional customer funnel and a journey map, along with four steps to help you map your own mobile customers' journey.

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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.

Customer funnels are what marketers have relied on for years, but they have one big problem: Funnels are linear, and thanks to mobile, customer journeys are no longer so. Today’s customers experience brands uniquely, skipping ahead and looping back whenever it makes sense for them personally, and using a traditional sales funnel to understand and predict their behavior just doesn’t cut it anymore.

The mobile customer journey map is meant to accomplish the same thing a traditional sales funnel does: It is a flexible framework that gives you a better way to understand how your customers interact with your brand, allowing you to improve your overall experience and product.

This guide covers differences between the traditional customer funnel and a journey map, along with four steps to help you map your own mobile customers' journey.