{"id":12257,"date":"2024-11-27T13:39:13","date_gmt":"2024-11-27T06:39:13","guid":{"rendered":"https:\/\/www.cipher.co.th\/blogs\/what-is-customer-journey\/"},"modified":"2025-07-24T15:46:32","modified_gmt":"2025-07-24T08:46:32","slug":"what-is-customer-journey","status":"publish","type":"post","link":"https:\/\/www.cipher.co.th\/en\/blogs\/what-is-customer-journey\/","title":{"rendered":"Customer Journey An important path to win customers&#8217; hearts."},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"12257\" class=\"elementor elementor-12257 elementor-6943\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-79ac3b4 e-flex e-con-boxed e-con e-parent\" data-id=\"79ac3b4\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-064528c elementor-toc--minimized-on-tablet elementor-widget elementor-widget-table-of-contents\" data-id=\"064528c\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;headings_by_tags&quot;:[&quot;h1&quot;,&quot;h2&quot;,&quot;h3&quot;,&quot;h4&quot;,&quot;h5&quot;,&quot;h6&quot;],&quot;exclude_headings_by_selector&quot;:[],&quot;marker_view&quot;:&quot;bullets&quot;,&quot;icon&quot;:{&quot;value&quot;:&quot;far fa-circle&quot;,&quot;library&quot;:&quot;fa-regular&quot;,&quot;rendered_tag&quot;:&quot;&lt;svg class=\\&quot;e-font-icon-svg e-far-circle\\&quot; viewBox=\\&quot;0 0 512 512\\&quot; xmlns=\\&quot;http:\\\/\\\/www.w3.org\\\/2000\\\/svg\\&quot;&gt;&lt;path d=\\&quot;M256 8C119 8 8 119 8 256s111 248 248 248 248-111 248-248S393 8 256 8zm0 448c-110.5 0-200-89.5-200-200S145.5 56 256 56s200 89.5 200 200-89.5 200-200 200z\\&quot;&gt;&lt;\\\/path&gt;&lt;\\\/svg&gt;&quot;},&quot;no_headings_message&quot;:&quot;No headings were found on this page.&quot;,&quot;minimize_box&quot;:&quot;yes&quot;,&quot;minimized_on&quot;:&quot;tablet&quot;,&quot;hierarchical_view&quot;:&quot;yes&quot;,&quot;min_height&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__header\">\n\t\t\t\t\t\t<h4 class=\"elementor-toc__header-title\">\n\t\t\t\tTable of Contents\t\t\t<\/h4>\n\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--expand\" role=\"button\" tabindex=\"0\" aria-controls=\"elementor-toc__064528c\" aria-expanded=\"true\" aria-label=\"Open table of contents\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/div>\n\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--collapse\" role=\"button\" tabindex=\"0\" aria-controls=\"elementor-toc__064528c\" aria-expanded=\"true\" aria-label=\"Close table of contents\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<div id=\"elementor-toc__064528c\" class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<svg class=\"elementor-toc__spinner eicon-animation-spin e-font-icon-svg e-eicon-loading\" aria-hidden=\"true\" viewBox=\"0 0 1000 1000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M500 975V858C696 858 858 696 858 500S696 142 500 142 142 304 142 500H25C25 237 238 25 500 25S975 237 975 500 763 975 500 975Z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-29db40b elementor-widget elementor-widget-heading\" data-id=\"29db40b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Customer Journey \u0e04\u0e37\u0e2d\u0e2d\u0e30\u0e44\u0e23? The customer's itinerary that businesses need to understand.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e2fa956 elementor-widget elementor-widget-text-editor\" data-id=\"e2fa956\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>In a world of competitive businesses, <strong>understanding <\/strong>&#8220;Customer Journey&#8221; is becoming very important not only to attract new customers but also to build effective relationships with existing customers. Careful planning and <a href=\"https:\/\/www.cipher.co.th\/en\/crm-email-campaign\/\"><strong>management <\/strong><\/a>of this route can increase the chances of business success. Especially when using technology such as email marketing with CRM, a key tool to communicate with customers at every point of contact.<\/p><p>If your business <a href=\"https:\/\/www.cipher.co.th\/en\/\"><strong>wants <\/strong><\/a>to enhance its marketing strategy or develop CRM to meet the full range of Customer Journey <a href=\"https:\/\/www.cipher.co.th\/en\/services\/email-marketing\/\"><strong>requirements<\/strong><\/a>, CHIPHER, an expert in email marketing and CRM training, will help you create a differentiated customer experience. What? In this article, you will be able to understand every step of the <a href=\"https:\/\/www.cipher.co.th\/en\/services\/crm-training\/\"><strong>way <\/strong><\/a>and apply these <strong>strategies <\/strong>to the best of your business.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6b98493 e-flex e-con-boxed e-con e-parent\" data-id=\"6b98493\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cb0c570 elementor-widget elementor-widget-heading\" data-id=\"cb0c570\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What is a Customer Journey? Why is it important?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bd82006 elementor-widget elementor-widget-image\" data-id=\"bd82006\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/11\/fb-3-9.webp\" title=\"fb-3\" alt=\"Customer Journey \u0e04\u0e37\u0e2d\u0e2d\u0e30\u0e44\u0e23?\" loading=\"lazy\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6977959 elementor-widget elementor-widget-text-editor\" data-id=\"6977959\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>A <a href=\"https:\/\/business.adobe.com\/blog\/basics\/customer-journey\" target=\"_blank\" rel=\"nofollow noopener\"><strong>Customer <\/strong><\/a>Journey refers to the <strong>process <\/strong>a customer goes through from the moment they first become aware of a brand or product, all the way to making a purchase decision. It may also include returning for repeat purchases or recommending the brand or service to others. This journey reflects the customer\u2019s experience at every touchpoint along the way, whether online or offline.<\/p><p>This concept helps to visualize which media or organizations the target group must interact with in the business. When clearly seen, marketers can act as target groups and ask themselves how they feel. When meeting with each media outlet or using each service, they understand the target group&#8217;s perspective to develop their marketing strategies until they become customers. They have a high chance of returning to buy again and share it with their acquaintances.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f45abad elementor-widget elementor-widget-image\" data-id=\"f45abad\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.cipher.co.th\/en\/e-book-designing-customer-journeys-for-2025\/\">\n\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"341\" src=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/01\/cta-e-book-10-1024x341.webp\" class=\"elementor-animation-shrink attachment-large size-large wp-image-8682\" alt=\"\u0e14\u0e32\u0e27\u0e19\u0e4c\u0e42\u0e2b\u0e25\u0e14 E-Book\" srcset=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/01\/cta-e-book-10-1024x341.webp 1024w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/01\/cta-e-book-10-300x100.webp 300w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/01\/cta-e-book-10-768x256.webp 768w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/01\/cta-e-book-10-500x167.webp 500w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/01\/cta-e-book-10-700x233.webp 700w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2025\/01\/cta-e-book-10.webp 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4643adc elementor-widget elementor-widget-heading\" data-id=\"4643adc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Why do businesses need to focus on Customer Journey?<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cf8e8bc elementor-widget elementor-widget-text-editor\" data-id=\"cf8e8bc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Customer <\/strong>Journey is <strong>important<\/strong> to today&#8217;s businesses because it allows a brand or business to understand <strong>customers <\/strong>at every stage of brand interaction, which directly <strong>affects <\/strong>sales success and customer satisfaction. Customer <strong>Journey&#8217;s <\/strong>route starts from Awareness, Consumption, Purchase, Retention, and the customer satisfaction. and <strong>Advocacy<\/strong>, each of which is important as <strong>follows<\/strong>:<\/p><ol><li><strong>Awareness: Awareness:<\/strong> Customers are beginning to recognize brands, products, or services through various channels such as advertising, social media, relaying or searching for information themselves.<br><br><\/li><li><strong>Consideration: <\/strong>Afterwards, customers began to study and compare brands, products, or services to other options based on factors such as price, quality, reviews and user experience.<br><br><\/li><li><strong>Purchase:<\/strong> Customers later decide to purchase products or services through convenient channels such as e-commerce sites, online stores or platforms.<br><br><\/li><li><strong>Retention<\/strong>: Once a customer has purchased a product or used a service, then the brand must strive to satisfy their customers with good service, follow-up or offer special promotions to stimulate re-purchase.<br><br><\/li><li><strong>Advocacy (Sponsorship):<\/strong> Referred marketing. Customers who are satisfied may become brand supporters by introducing social media experience sharing or writing positive reviews.<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bd5b1de elementor-widget elementor-widget-heading\" data-id=\"bd5b1de\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Benefits of Understanding Customer Journey<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1e1906e elementor-widget elementor-widget-text-editor\" data-id=\"1e1906e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Understanding that Customer Journey is What matters? This will give businesses a greater advantage than competitors due to the overall Journey or customer journey, allowing brands and businesses to offer different experiences depending on each customer as follows:<\/p><p><img decoding=\"async\" class=\"aligncenter wp-image-6948\" src=\"http:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/11\/fb-4-11-300x300.webp\" alt=\"Key Elements of the Customer Journey Map\" width=\"700\" height=\"700\" srcset=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/11\/fb-4-11-300x300.webp 300w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/11\/fb-4-11-1024x1024.webp 1024w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/11\/fb-4-11-150x150.webp 150w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/11\/fb-4-11-768x768.webp 768w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/11\/fb-4-11-500x500.webp 500w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/11\/elementor\/thumbs\/fb-4-11-qxnudar7pwu45cds17pzpvyuu1bzfq4cyphkxw7pso.webp 700w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/11\/fb-4-11-100x100.webp 100w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/11\/fb-4-11.webp 1200w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><\/p><ul><li><strong>Improve customer satisfaction:<\/strong> Customers often expect a smooth and comfortable experience at every stage. Understanding Customer Journey will help businesses improve their service delivery at each point, such as resolving complicated orders or delayed processes, creating a positive experience that affects customer satisfaction.<br><br><\/li><li><strong>Increase Sales and Conversion Rate:<\/strong> The Customer Journey analysis enables businesses to reduce sales loss opportunities, such as eliminating purchases in their baskets. When a business revises or determines a marketing strategy that matches customer behaviour and needs, it increases conversion rate and sales.<br><br><\/li><li><strong>Build brand loyalty: <\/strong>Customers will be loyal to a brand that meets their needs and provides a positive experience along the way. For example, follow-up after sales or offer promotions that suit customers&#8217; taste the brand&#8217;s attention and make them buy or reuse services.<br><br><\/li><li><strong>Increase competitiveness in the market<\/strong>: In a time when customers have many choices, businesses that can create greater customer satisfaction will have an advantage over competitors.<br><br><\/li><li><strong>Build a positive brand image: <\/strong>Brand that values customer experience will be seen as caring and professional and will help build long-term customer confidence and lead to further communication.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5619b7e elementor-widget elementor-widget-heading\" data-id=\"5619b7e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Key Elements of the Customer Journey Map<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4c4b500 elementor-widget elementor-widget-text-editor\" data-id=\"4c4b500\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The <strong>Customer <\/strong>Journey Map is a tool that provides an overview of the customer experience from the start to the end of the service process. It is presented in the form of a diagram that shows five key components:<\/p><p><img decoding=\"async\" class=\"aligncenter wp-image-6950\" src=\"http:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/11\/fb-5-9-300x300.webp\" alt=\"Key Elements of the Customer Journey Map\" width=\"700\" height=\"700\" srcset=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/11\/fb-5-9-300x300.webp 300w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/11\/fb-5-9-1024x1024.webp 1024w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/11\/fb-5-9-150x150.webp 150w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/11\/fb-5-9-768x768.webp 768w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/11\/fb-5-9-500x500.webp 500w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/11\/fb-5-9-700x700.webp 700w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/11\/fb-5-9-100x100.webp 100w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/11\/fb-5-9.webp 1200w\" sizes=\"(max-width: 700px) 100vw, 700px\" \/><\/p><ol><li><strong>Phase<\/strong>: It is a travel period or a process that customers must pass through to use products or services.<br><br><\/li><li><strong>Action<\/strong>: It is a behavior, action, or activity that the customer performs at each stage.<br><br><\/li><li><strong>Touchpoint<\/strong>: A point of contact or channel through which customers interact with the brand, whether they are media, employees or service channels.<br><br><\/li><li><strong>Pain Points: <\/strong>These are problems or obstacles that customers face at each stage or things that they don&#8217;t like that they need to be solved.<br><br><\/li><li><strong>Solutions<\/strong>: A solution to the problem, which is a solution to improve the customer experience.<\/li><\/ol><p>The <strong>Customer <\/strong>Journey Map will help brands, businesses or organizations better understand their customers&#8217; perspectives. This information will lead to product and service development and marketing strategies that best meet their needs.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-110ac91 elementor-widget elementor-widget-heading\" data-id=\"110ac91\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Customer Experience Journey Analysis for Business Development<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4050459 elementor-widget elementor-widget-text-editor\" data-id=\"4050459\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The <strong>Customer Experience <\/strong>Journey is an important process that helps businesses understand customer behaviour, needs and expectations at every stage of their journey, from brand recognition to post-purchase.<\/p><p>The <strong>Customer <\/strong>Experience Journey will enable businesses to improve their customer experience and increase opportunities for long-term satisfaction and good relationships between brands and customers. The key principles are as follows:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ef96df7 elementor-widget elementor-widget-heading\" data-id=\"ef96df7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Important Touchpoints in Customer Journey<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8747b05 elementor-widget elementor-widget-text-editor\" data-id=\"8747b05\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The Customer <strong>Experience <\/strong>Journey <strong>analysis <\/strong>needs to understand touchpoints, or points where customers interact with the brand, which are critical to their overall experience. The Customer Journey analysis of key touchpoints allows businesses to identify the steps that should be taken to improve their customer experience with touchpoints. Mainly:<\/p><ul><li><strong>Prior to purchase:<\/strong> First touch points such as advertising and marketing campaigns, websites or social media, reviews and recommendations from other users.<br><br><\/li><li><strong>During purchase<\/strong>: Touchpoints are in the process of purchasing or channeling such as online or offline stores, payment procedures, and advice or additional information during decision making.<br><br><\/li><li><strong>Post-purchase: <\/strong>This is another important touch point that should not be overlooked after customers have purchased goods and services such as after-sales delivery or follow-up or review.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-75f5b23 elementor-widget elementor-widget-heading\" data-id=\"75f5b23\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Identifying Pain Points and Gain Points<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b9d6529 elementor-widget elementor-widget-text-editor\" data-id=\"b9d6529\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Pain <\/strong><strong>Points <\/strong>and Gain Points are critical to customer satisfaction because identifying Pain Points and Gain Points enables businesses to set strategies that focus on problem solving and highlighting to impress and enhance customer loyalty.<\/p><ul><li><strong>Pain Points<\/strong> are problems or obstacles that customers encounter during Customer Journey, such as complex payment procedures, slow response from customer service or incomplete product information.<br><br><\/li><li><strong>Gain Points <\/strong>are points where customers gain positive brand experience, such as fast service, special discounts, or effective support.<\/li><\/ul><p>Therefore, identifying customer difficulties can be done by trying to understand your customer at the point that causes the difficulties they are facing. This can close the gap between the gap and the gap between the gap and the gap between the gap and the solution. Customers can easily change their Pain Points to Gain Points.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-deed6d5 elementor-widget elementor-widget-heading\" data-id=\"deed6d5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">How to improve Customer Experience from Journey Map<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5629f53 elementor-widget elementor-widget-text-editor\" data-id=\"5629f53\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Creating a Journey Map is a tool to help businesses see the overall picture of the Customer Journey and to effectively use information to improve their customer experience.<\/p><ol><li><strong>In-depth analysis: <\/strong>Use data from analytical tools such as Google Analytics, CRM, or customer feedback to understand the behavior of each of the touchpoints.<br><br><\/li><li><strong>IMPROVEMENT OF IMPORTANT TOUCHPOINTS: <\/strong>Develop steps that create Pain Points, such as improving the payment system or answering support questions, to add Gain Points to offer special promotions or services that exceed expectations.<br><br><\/li><li><strong>Clear and continuous<\/strong>: Delivering messages that meet customer requirements at each stage, such as delivery status alerts or post-purchase recommendations.<br><br><\/li><li><strong>Strategy Testing and Improvement:<\/strong> Conduct a change test presented in the Journey Map and track results, and use customer feedback to improve strategies and improve customer experience for products and services.<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-593e43a elementor-widget elementor-widget-heading\" data-id=\"593e43a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Applying Customer Journey to Business<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1f58a82 elementor-widget elementor-widget-text-editor\" data-id=\"1f58a82\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Customer Journey<\/strong> is an important tool that helps businesses to better understand and respond to customer needs. When applied to the business, it will help increase sales, strengthen relationships and create a positive customer experience.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-284f76d elementor-widget elementor-widget-heading\" data-id=\"284f76d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Business Development Strategy with Customer Journey<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e422d3a elementor-widget elementor-widget-text-editor\" data-id=\"e422d3a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li><strong>Key Touchpoints Improvements:<\/strong> Businesses should focus on touchpoints that affect customer decisions, such as improving UX\/UI on the website or increasing convenient communication channels.<br><br><\/li><li><strong>Optimizing communication for each step:<\/strong> Use point-to-point messages such as sending additional product guidance emails after purchase or notification messages about special promotions.<br><br><\/li><li><strong>Improvement of after-sales experience:<\/strong> Systematic follow-up, such as submitting a satisfaction survey or offering discounts for next purchase<br><br><\/li><li><strong>The use of technology to support Customer Journey: <\/strong>Use AI or marketing tools to gather information and analyze customer behavior and use this information to predict or target the future.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ae86acc elementor-widget elementor-widget-heading\" data-id=\"ae86acc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Customer Journey's measure of success<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7843f06 elementor-widget elementor-widget-text-editor\" data-id=\"7843f06\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The application of <strong>Customer <\/strong>Journey should be clearly measured for success using relevant indicators such as:<\/p><ul><li>Measure customer satisfaction with brand experience and the likelihood of customers introducing their business to others.<br><br><\/li><li>Percentage of repeat customers after brand interaction<br><br><\/li><li>Conversion Rate or rate of change from website visitor or interested person to customer who purchased the product.<br><br><\/li><li>The collection of customer opinions in each touchpoint to analyze Pain Points and Gain Points.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4b7f7b3 elementor-widget elementor-widget-heading\" data-id=\"4b7f7b3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Case Studies on the Success of Using Customer Journey<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e03eafa elementor-widget elementor-widget-text-editor\" data-id=\"e03eafa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Spotify<\/strong>, a <strong>global <\/strong>music streaming leader, is committed to enhancing its music sharing features by collaborating with marketing companies to create a Customer Journey Map with the goal of:<\/p><ul><li>Analysis of user behavior from start-up to response to music shared by friends<\/li><li>Use Empathy Map to understand the user&#8217;s feelings, thoughts, and actions on each touchpoints.<\/li><li>Collect in-depth information through research and customer surveys<\/li><\/ul><p><strong>Spotify <\/strong>brings <strong>information <\/strong>from Journey Map to improve services by editing Pain Points to create a positive user experience, develop Omni Channel to connect mobile and social media, and design features that encourage easier and more fun music <strong>sharing<\/strong>. The results from this improvement have changed dramatically.<\/p><ul><li>User satisfaction is on the rise.<\/li><li>The experience has become smoother.<\/li><li>Brand loyalty has strengthened.<\/li><li>Original User Becomes Brand Sponsor<\/li><\/ul><p>This case study shows that understanding <strong>Customer <\/strong>Journey is what can lead to the development of products that truly meet the needs of users.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ade0e40 elementor-widget elementor-widget-heading\" data-id=\"ade0e40\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Techniques for Making Customer Journey Map Effective<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-65e3b25 elementor-widget elementor-widget-text-editor\" data-id=\"65e3b25\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Customer Journey Map <\/strong>is a tool to help businesses understand and analyze customer experiences at each stage, from brand awareness to post-purchase. Effective mapping requires insight, understanding customer behavior and clear planning. The techniques are as follows:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6f38ef4 elementor-widget elementor-widget-heading\" data-id=\"6f38ef4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">1. Detailed client data collection<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dda41da elementor-widget elementor-widget-text-editor\" data-id=\"dda41da\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Customer Journey Map i<\/strong>s a customer&#8217;s journey, study of customer information and behaviour. This will help create a complete Journey Map, such as gender, age, product behavior, expectations and problems, as well as the way customers contact their brand. The methods of collecting information are as follows:<\/p><ul><li><strong>Collect data from CRM <\/strong>systems: <strong>For <\/strong>example, HubSpot, a customer data collection tool, HubSpot can collect customer data on a single platform, either <strong>contact <\/strong>information or feedback from social media channels or reviews.<br><br><\/li><li><strong>Email Marketing<\/strong>: <strong>HubSpot <\/strong>can be marketed via email. Importantly, data from the CRM system can be used to analyze the <strong>results <\/strong>of various campaigns.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c3daa7d elementor-widget elementor-widget-heading\" data-id=\"c3daa7d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">2. Specify Customer Touchpoints<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f489168 elementor-widget elementor-widget-text-editor\" data-id=\"f489168\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Identifying <strong>touchpoints <\/strong>at each step helps to understand where customers interact with the brand. The main steps, starting from the first touch point, during the purchase and after the purchase, are to determine which touchpoints and actions are involved at each step to improve quality or measure results.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-532cf82 elementor-widget elementor-widget-heading\" data-id=\"532cf82\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">3. Use Persona to create a Journey Map<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ce5ed09 elementor-widget elementor-widget-text-editor\" data-id=\"ce5ed09\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Persona <\/strong>is the modeling of characters or prototyping to represent customers. To target or target groups of customers, we will define details such as age, occupation, behavior, needs and problems for each individual, enabling better understanding of customers&#8217; feelings or needs and leading to identifying Pain Points and Gain. Points to <strong>improve <\/strong>your <strong>brand<\/strong> and business<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-79844bc elementor-widget elementor-widget-heading\" data-id=\"79844bc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">4. Analysis of Pain Points and Development Opportunities<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bb4e2c1 elementor-widget elementor-widget-text-editor\" data-id=\"bb4e2c1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Identifying <\/strong><strong>issues <\/strong>can provide solutions and opportunities for businesses to improve their Customer Journey. The more customer <strong>information <\/strong>we have from our CRM or personalization, the more accurate solutions we can get.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-891d249 elementor-widget elementor-widget-heading\" data-id=\"891d249\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">5. Easy-to-understand Journey Map design<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e4ddaf elementor-widget elementor-widget-text-editor\" data-id=\"4e4ddaf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The easy-to-understand version of the map enables teams to use information effectively online. Tools such as <strong>HubSpot <\/strong>can be used to gather customer information from all channels and can be displayed as a dashboard to make it easier and easier for organizations to participate in improving, solving problems or developing your brand.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b3dafae elementor-widget elementor-widget-heading\" data-id=\"b3dafae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Summary<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c63a507 elementor-widget elementor-widget-text-editor\" data-id=\"c63a507\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>What is Customer Journey?<\/strong> Understanding its meaning, importance, and work steps will help you create a Customer Journey Map or a successful customer journey. Importantly, it can also be used to develop effective marketing <strong>strategies <\/strong>and increase the chances of your brand attracting and retaining customers, which is an important factor that will help your business grow in the future!<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-25e062b elementor-widget elementor-widget-image\" data-id=\"25e062b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.cipher.co.th\/en\/services\/email-marketing\/\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"341\" src=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/12\/\u0e1a\u0e23\u0e34\u0e01\u0e32\u0e23-Email-Marketing-1024x341.webp\" class=\"elementor-animation-shrink attachment-large size-large wp-image-9418\" alt=\"\u0e1a\u0e23\u0e34\u0e01\u0e32\u0e23 Email Marketing\" srcset=\"https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/12\/\u0e1a\u0e23\u0e34\u0e01\u0e32\u0e23-Email-Marketing-1024x341.webp 1024w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/12\/\u0e1a\u0e23\u0e34\u0e01\u0e32\u0e23-Email-Marketing-300x100.webp 300w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/12\/\u0e1a\u0e23\u0e34\u0e01\u0e32\u0e23-Email-Marketing-768x256.webp 768w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/12\/\u0e1a\u0e23\u0e34\u0e01\u0e32\u0e23-Email-Marketing-500x167.webp 500w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/12\/\u0e1a\u0e23\u0e34\u0e01\u0e32\u0e23-Email-Marketing-700x233.webp 700w, https:\/\/www.cipher.co.th\/wp-content\/uploads\/2024\/12\/\u0e1a\u0e23\u0e34\u0e01\u0e32\u0e23-Email-Marketing.webp 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-59d9fc7 e-flex e-con-boxed e-con e-parent\" data-id=\"59d9fc7\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b13589a elementor-widget elementor-widget-heading\" data-id=\"b13589a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Frequently Asked Questions<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6babb30 elementor-widget elementor-widget-text-editor\" data-id=\"6babb30\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Customer Journey <\/strong>plays an important role in helping businesses analyze good customer experiences, and we have collected common questions and answers for you!<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9657aa9 elementor-widget elementor-widget-heading\" data-id=\"9657aa9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">What does \u201cCustomer Journey\u201d mean?<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-90110cd elementor-widget elementor-widget-text-editor\" data-id=\"90110cd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Customer Journey<\/strong> refers to the process in which customers travel through all phases of business interaction, from the start of brand recognition to the end of their purchase of products and services. This process covers all customer touchpoints and behaviors, with the goal of providing the best customer experience.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b02c836 elementor-widget elementor-widget-heading\" data-id=\"b02c836\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">What are the 5 stages of the Customer Journey?<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b60f232 elementor-widget elementor-widget-text-editor\" data-id=\"b60f232\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Customer Journey<\/strong> can be divided into 5 important steps as follows:<\/p><ol><li><strong>Awareness<\/strong>: It is the first step that customers recognize a brand or product through advertising, articles or peer advice.<br><br><\/li><li><strong>Consultation<\/strong>: Subsequent steps after knowing a brand or business, customers will have data to compare products, services or offers from different businesses and choose the best solution.<br><br><\/li><li><strong>Purchase (buy decision): <\/strong>the process by which a customer decides to purchase a product, service or subscription.<br><br><\/li><li><strong>Retention<\/strong>: Businesses are trying to keep existing customers back in service, such as through promotions, follow-up and after-sales services.<br><br><\/li><li><strong>Advocacy (recommendation):<br><\/strong>Customers become brand sponsors by reviewing, recommending or sharing good experiences with others.<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-56ce42a elementor-widget elementor-widget-heading\" data-id=\"56ce42a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">What does a Journey Map include?<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7a96f36 elementor-widget elementor-widget-text-editor\" data-id=\"7a96f36\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>A<strong> Journey Map<\/strong> is a visual representation of a customer&#8217;s journey process. The Journey Map data must be from a user&#8217;s point of view in order for the design team to further analyze and improve the product or service, which is divided into the following key components:<\/p><ul><li><strong>User\/customer:<\/strong> e.g., basic information such as age, occupation, needs and goals or expectations.<br><br><\/li><li><strong>Timeline\/Phases:<\/strong> A sequence of customer steps, starting from before the service, during the service, and after the service.<br><br><\/li><li><strong>Touchpoints:<\/strong> is a channel where customers contact brands such as websites, applications, online stores or social media.<br><br><\/li><li><strong>Pain Points and Gain Points: <\/strong>Obstacles or problems encountered by customers such as incomplete information and delayed feedback.<br><br><\/li><li><strong>Actions (Actions)<\/strong>: What the customer does at each stage and decisions<br><br><\/li><li><strong>Emotions (Emotions)<\/strong>: such as satisfaction, dissatisfaction, or problems.<br><br><\/li><li><strong>Opportunities:<\/strong> e.g., improvement in ideas or solutions to improve customer satisfaction and improvements in touchpoints and experiences.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Table of Contents Customer Journey \u0e04\u0e37\u0e2d\u0e2d\u0e30\u0e44\u0e23? The customer&#8217;s itinerary that businesses need to understand. In a world of competitive businesses, [&hellip;]<\/p>\n","protected":false},"author":8,"featured_media":6945,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_angie_page":false,"content-type":"","site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"page_builder":"","footnotes":""},"categories":[193,147,192,204,181,155,148],"tags":[],"class_list":["post-12257","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-a-change-in-male-behavior","category-business-en","category-buyers-journey-en","category-consumer-behavior","category-lead-en","category-online-marketing-en-2","category-strategy-en"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/posts\/12257","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/comments?post=12257"}],"version-history":[{"count":0,"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/posts\/12257\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/media\/6945"}],"wp:attachment":[{"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/media?parent=12257"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/categories?post=12257"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.cipher.co.th\/en\/wp-json\/wp\/v2\/tags?post=12257"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}