Before identifying the key steps that your customer takes while interacting with your organization, start by getting to know your customer.
Today, it’s easier to get to know your customer by following their online footprint—think browsing habits, purchase history, social profiles etc. Once you have their information, create buyer personas. Personas will help you create experiences for the right people at the right touch point, at the right time.
Get one step closer to creating the perfect customer experience by putting yourself in your customer's shoes. Learn more in our latest blog article, How to put yourself in your customer's shoes.