{"id":7352,"date":"2024-02-12T12:16:13","date_gmt":"2024-02-12T11:16:13","guid":{"rendered":"https:\/\/www.mickyweis.com\/customer-journey-mapping\/"},"modified":"2025-08-19T16:05:05","modified_gmt":"2025-08-19T14:05:05","slug":"customer-journey-mapping","status":"publish","type":"post","link":"https:\/\/www.mickyweis.com\/en\/customer-journey-mapping\/","title":{"rendered":"What is Customer Journey Mapping and why is it important?"},"content":{"rendered":"<p>I\u2019ve received several inquiries about what customer journey mapping is, so this post will focus on exactly that \u2013 mapping the customer journey.<\/p>\n<p>A customer journey map is essentially a visual overview of a consumer\u2019s journey, from discovering your company and becoming interested in your product to eventually converting.<\/p>\n<p>This visualization serves as a tool to clarify the buying journey and the decision-making processes consumers go through before converting.<\/p>\n<p>The importance of visualizing the customer journey lies in the insights that can be extracted from analyzing it.<\/p>\n<p>Questions worth exploring in this context could include:<\/p>\n<ul>\n<li><strong>How do consumers discover your company and through which channels?<\/strong><\/li>\n<li><strong>What key traits characterize your target audience\u2019s decision-making process?<\/strong><\/li>\n<li><strong>How can you best retain your existing customers?<\/strong><\/li>\n<\/ul>\n<p>The idea behind customer journey mapping is to both retain existing customers and attract new ones.<\/p>\n<p>By using the insights gained from mapping your customers\u2019 buying journey, you can ensure a more effective approach to your company\u2019s marketing initiatives and gain a new perspective on what works and what doesn\u2019t.<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_85 ez-toc-wrap-left counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Jump to section<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #000000;color:#000000\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #000000;color:#000000\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.mickyweis.com\/en\/customer-journey-mapping\/#Essential_elements_of_a_customer_journey_map\" >Essential elements of a customer journey map<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.mickyweis.com\/en\/customer-journey-mapping\/#Step-by-step_guide_to_creating_an_effective_customer_journey_map\" >Step-by-step guide to creating an effective customer journey map<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.mickyweis.com\/en\/customer-journey-mapping\/#Set_a_goal\" >Set a goal<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.mickyweis.com\/en\/customer-journey-mapping\/#Identify_your_companys_touchpoints\" >Identify your company\u2019s touchpoints<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.mickyweis.com\/en\/customer-journey-mapping\/#Define_your_target_audience\" >Define your target audience<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/www.mickyweis.com\/en\/customer-journey-mapping\/#Map_the_buying_phases\" >Map the buying phases<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/www.mickyweis.com\/en\/customer-journey-mapping\/#Analyze_the_data\" >Analyze the data<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/www.mickyweis.com\/en\/customer-journey-mapping\/#Understanding_customer_touchpoints_and_interactions\" >Understanding customer touchpoints and interactions<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/www.mickyweis.com\/en\/customer-journey-mapping\/#Using_personas_in_customer_journey_mapping\" >Using personas in customer journey mapping<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/www.mickyweis.com\/en\/customer-journey-mapping\/#Identifying_and_analyzing_pain_points_in_the_customer_experience\" >Identifying and analyzing pain points in the customer experience<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/www.mickyweis.com\/en\/customer-journey-mapping\/#Using_customer_journey_maps_to_improve_customer_service\" >Using customer journey maps to improve customer service<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/www.mickyweis.com\/en\/customer-journey-mapping\/#Integrating_data_and_feedback_into_customer_journey_mapping\" >Integrating data and feedback into customer journey mapping<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/www.mickyweis.com\/en\/customer-journey-mapping\/#Case_studies_Successful_examples_of_customer_journey_mapping\" >Case studies: Successful examples of customer journey mapping<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-14\" href=\"https:\/\/www.mickyweis.com\/en\/customer-journey-mapping\/#Airbnb\" >Airbnb<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-15\" href=\"https:\/\/www.mickyweis.com\/en\/customer-journey-mapping\/#Amazon\" >Amazon<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-16\" href=\"https:\/\/www.mickyweis.com\/en\/customer-journey-mapping\/#Future_trends_and_developments_in_customer_journey_mapping\" >Future trends and developments in customer journey mapping<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-17\" href=\"https:\/\/www.mickyweis.com\/en\/customer-journey-mapping\/#AI_and_personalization\" >AI and personalization<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"Essential_elements_of_a_customer_journey_map\"><\/span>Essential elements of a customer journey map<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>To create an effective customer journey map, there are a few fundamental elements to include to make the overview as relevant and impactful as possible.<\/p>\n<p>The first element in any customer journey mapping process is the so-called <strong>touchpoints<\/strong> \u2013 the channels or contact points through which consumers interact with your company.<\/p>\n<p>These channels can include:<\/p>\n<ul>\n<li><strong>Your company website<\/strong><\/li>\n<li><strong>Physical stores<\/strong><\/li>\n<li><strong>Social media and applications<\/strong><\/li>\n<li><a href=\"https:\/\/www.mickyweis.com\/en\/google-ads-agency\/\"><strong>Google Ads<\/strong><\/a><\/li>\n<li><a href=\"https:\/\/www.mickyweis.com\/en\/e-mail-automation\/\"><strong>Emails<\/strong><\/a><\/li>\n<li><strong>Customer service<\/strong><\/li>\n<\/ul>\n<p>In addition to these primary channels, another key element of customer journey mapping is the <strong>specific phases your customers go through<\/strong>.<\/p>\n<p>These phases include discovering your company, considering a purchase, buying the product, and the immediate post-purchase period.<\/p>\n<p>Incorporating these phases into your journey map is essential as they provide insights into which channels or touchpoints are being interacted with and how.<\/p>\n<p>Finally, it\u2019s crucial to view the <strong>customer journey from your customer\u2019s perspective<\/strong>.<\/p>\n<p>What information does your customer encounter through your website or social media? How effective is your customer service in answering questions?<\/p>\n<p>It\u2019s important to critically evaluate how your company\u2019s channels interact with consumers and identify opportunities for improvement.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Step-by-step_guide_to_creating_an_effective_customer_journey_map\"><\/span>Step-by-step guide to creating an effective customer journey map<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>No matter the type of business, a customer journey map is an effective tool for gaining insight into the interactions between your company and consumers.<\/p>\n<p>Here\u2019s how to get started:<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Set_a_goal\"><\/span>Set a goal<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Defining the purpose of your customer journey map is essential to guide the process. This ensures you can extract the necessary data and analyze it effectively.<\/p>\n<p>The purpose of mapping the customer journey will vary depending on the company. Examples include gaining insights into customer satisfaction, identifying website issues, or understanding consumer information searches.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Identify_your_companys_touchpoints\"><\/span>Identify your company\u2019s touchpoints<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>The next step is identifying your company\u2019s touchpoints \u2013 where consumers interact with your business.<\/p>\n<p>As mentioned earlier, these can include your website, social media, Google Ads, or physical stores.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Define_your_target_audience\"><\/span>Define your target audience<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>A customer journey will look different depending on the target audience.<\/p>\n<p>Based on your goal, identify which target audience is most relevant to focus on. It can be beneficial to use Buyer Personas instead of broad target groups to simplify the process.<\/p>\n<p><a href=\"https:\/\/www.mickyweis.com\/en\/personalization-and-segmentation\/\">Learn more about personalization and segmentation here.<\/a><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Map_the_buying_phases\"><\/span>Map the buying phases<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Once the touchpoints and target audience are defined, it\u2019s time to map out the different buying phases for your target audience.<\/p>\n<p>As mentioned earlier, these could include the presentation of the product, the consideration phase, the purchase itself, and post-purchase evaluation.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Analyze_the_data\"><\/span>Analyze the data<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>The connection between different touchpoints is based on how consumers interact with them.<\/p>\n<p>What consumer actions are evident for your target group, and what does this say about the customer journey? Are there pain points that can be improved, and what pitfalls should your company pay special attention to?<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Understanding_customer_touchpoints_and_interactions\"><\/span>Understanding customer touchpoints and interactions<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>The interaction between consumers and companies must be understood through the aforementioned touchpoints.<\/p>\n<p>Today, companies use many touchpoints, including websites, social media, ads, and physical stores.<\/p>\n<p>We now live in a world increasingly focused on an <a href=\"https:\/\/www.mickyweis.com\/en\/omni-channel\/\">omnichannel <\/a>business strategy to create a streamlined and cohesive experience for consumers across these channels.<\/p>\n<p>Interactions at each touchpoint are critical to whether or not consumers convert, as relationships with customers now play a larger role than ever before.<\/p>\n<p>The market has become so saturated that products and services can often be obtained elsewhere. Ultimately, sales depend on interactions between the company and the consumer.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Using_personas_in_customer_journey_mapping\"><\/span>Using personas in customer journey mapping<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Creating a customer journey map requires some level of generalization of your target audience.<\/p>\n<p>Mapping every individual customer\u2019s journey is too complex and time-consuming, so selecting relevant <a>segmentation criteria<\/a> is essential.<\/p>\n<p>Using Buyer Personas can simplify the process. A Buyer Persona is a fictional representation of your target audience, containing key demographic, geographic, and psychographic information.<\/p>\n<p>Most businesses will not have just one Buyer Persona but multiple personas.<\/p>\n<p><a href=\"https:\/\/www.mickyweis.com\/en\/buyer-persona\/\">Learn more about Buyer Personas and their use here.<\/a><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Identifying_and_analyzing_pain_points_in_the_customer_experience\"><\/span>Identifying and analyzing pain points in the customer experience<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>A key element in customer journey mapping is identifying the so-called pain points in a customer\u2019s buying journey.<\/p>\n<p>It\u2019s necessary to view the journey from the customer\u2019s perspective.<\/p>\n<p>How are they met with content on social media? Is their interaction with customer service helpful and efficient? What information is available when researching your product?<\/p>\n<p>Undoubtedly, some areas will benefit from adjustments and improvements to make the customer journey smoother, ultimately increasing customer loyalty.<\/p>\n<p><strong>Seeing your company\u2019s strengths and weaknesses is a critical skill to master.<\/strong> <a href=\"https:\/\/www.mickyweis.com\/en\/swot-analysis\/\">Read more about how a SWOT analysis can help here.<\/a><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Using_customer_journey_maps_to_improve_customer_service\"><\/span>Using customer journey maps to improve customer service<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>One area that requires special attention in improving the customer journey is customer service.<\/p>\n<p>This touchpoint involves one of the most direct interactions between the customer and the company, and it\u2019s essential that customer inquiries are handled personally and effectively.<\/p>\n<p>Customer service can occur in multiple phases, including the consideration phase and post-purchase support.<\/p>\n<p>A positive customer service experience is often key to shaping the overall perception of your company.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Integrating_data_and_feedback_into_customer_journey_mapping\"><\/span>Integrating data and feedback into customer journey mapping<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>The core idea behind creating a customer journey map is to gain insights into the opportunities and pain points consumers face on their path to purchasing your product.<\/p>\n<p>Mapping and analyzing this journey requires data.<\/p>\n<p>Data about how customers find and navigate your website, the pages they visit, and where they drop off are invaluable for understanding what works and what doesn\u2019t.<\/p>\n<p>Additionally, customer service data can provide insights into questions or concerns that arise during the customer journey.<\/p>\n<p>Finally, integrating customer feedback (via emails, ratings, social media comments, or TrustPilot reviews) is essential to identify weaknesses in your audience\u2019s journey.<\/p>\n<p><a href=\"https:\/\/www.mickyweis.com\/en\/big-data-webanalysis\/\">Learn more about the use of big data and web analytics here.<\/a><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Case_studies_Successful_examples_of_customer_journey_mapping\"><\/span>Case studies: Successful examples of customer journey mapping<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Customer journey mapping looks different for every company. Below are two examples of businesses that have successfully identified the most effective interactions for their customers throughout the buying journey.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Airbnb\"><\/span>Airbnb<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>Airbnb has streamlined its channels and interactions to make renting a home as seamless as possible.<\/p>\n<p>Their website and app have identical setups, providing a consistent experience across platforms.<\/p>\n<p>The buying and post-purchase process is supported by emails with important details about the stay and contact information.<\/p>\n<p>After the stay, customers can provide feedback visible to future users, and customer service is available 24\/7 in multiple languages.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Amazon\"><\/span>Amazon<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><a href=\"https:\/\/www.mickyweis.com\/en\/amazon-marketing\/\">Amazon <\/a>is another classic example of a company that ensures a seamless customer journey.<\/p>\n<p>From the search phase, Amazon provides product recommendations based on past searches.<\/p>\n<p>During and after the purchase, customers have access to all relevant information and can easily track their packages.<\/p>\n<p>If something goes wrong, Amazon\u2019s return policy makes it simple for customers to return products, ensuring a smooth post-purchase experience.<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Future_trends_and_developments_in_customer_journey_mapping\"><\/span>Future trends and developments in customer journey mapping<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>What does the future hold for customer journey mapping?<\/p>\n<p>In my opinion, companies will continue focusing on integrating omnichannel business strategies. The customer journey must be as streamlined as possible, creating consistency across all touchpoints.<\/p>\n<p>This is particularly relevant for integrating social media platforms and enabling purchases directly through these channels.<\/p>\n<p>How can businesses ensure the same quality experience in physical stores, on websites, and via social media? I imagine these questions will be central to many companies in the future.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"AI_and_personalization\"><\/span>AI and personalization<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>We are entering an era with increasingly advanced <a href=\"https:\/\/www.mickyweis.com\/en\/ai-customer-support\/\">chatbots <\/a>and <a>AI<\/a>-based customer service tools.<\/p>\n<p>Continuous improvements in these areas will be critical for ensuring a seamless consumer experience.<\/p>\n<p>Lastly, the rise of personalization in <a>e-commerce<\/a> cannot be ignored. Customer journey maps will likely become more specific and tailored to target audiences.<\/p>\n<p>Generalizations will be reduced as data and analytics tools make it easier<\/p>\n","protected":false},"excerpt":{"rendered":"<p>I\u2019ve received several inquiries about what customer journey mapping is, so this post will focus on exactly that \u2013 mapping the customer journey. A customer [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":6316,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[93,92],"series":[],"class_list":["post-7352","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing-general-en","category-tips-tricks"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Journey Mapping \u00bb Why it is important for business success<\/title>\n<meta name=\"description\" content=\"Discover what customer journey mapping is, why it&#039;s essential, and how it helps businesses improve customer experience and drive growth.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.mickyweis.com\/en\/customer-journey-mapping\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Journey Mapping \u00bb Why it is important for business success\" \/>\n<meta property=\"og:description\" content=\"Discover what customer journey mapping is, why it&#039;s essential, and how it helps businesses improve customer experience and drive growth.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.mickyweis.com\/en\/customer-journey-mapping\/\" \/>\n<meta property=\"og:site_name\" content=\"Micky Weis\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/mickyweisen\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/mickyweisen\" \/>\n<meta property=\"article:published_time\" content=\"2024-02-12T11:16:13+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-08-19T14:05:05+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.mickyweis.com\/wp-content\/uploads\/2021\/04\/brevkasse-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"630\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Micky Weis\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Micky Weis\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"9 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.mickyweis.com\\\/en\\\/customer-journey-mapping\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.mickyweis.com\\\/en\\\/customer-journey-mapping\\\/\"},\"author\":{\"name\":\"Micky Weis\",\"@id\":\"https:\\\/\\\/www.mickyweis.com\\\/en\\\/#\\\/schema\\\/person\\\/a8c8fbec7274a0998c68287a1c5faaea\"},\"headline\":\"What is Customer Journey Mapping and why is it important?\",\"datePublished\":\"2024-02-12T11:16:13+00:00\",\"dateModified\":\"2025-08-19T14:05:05+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.mickyweis.com\\\/en\\\/customer-journey-mapping\\\/\"},\"wordCount\":1485,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/www.mickyweis.com\\\/en\\\/#\\\/schema\\\/person\\\/a8c8fbec7274a0998c68287a1c5faaea\"},\"image\":{\"@id\":\"https:\\\/\\\/www.mickyweis.com\\\/en\\\/customer-journey-mapping\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.mickyweis.com\\\/wp-content\\\/uploads\\\/2023\\\/05\\\/personalisering-marketing.png\",\"articleSection\":[\"Marketing general\",\"Tips &amp; 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