Back in April 1954, Tolkien told a fellow novelist that, while writing LOTR, “I wisely started with a map, and made the story fit.” Before diving into the plot, Tolkien developed detailed, hand-drawn maps laying out the geography of Middle-earth.
These meticulously crafted maps are essential to his worldbuilding, guiding readers through intricate landscapes and enriching the storytelling experience.
Similarly, creating a Customer Journey Map for your business is crucial for understanding
and navigating the complexities of your customers' interactions with your brand.
Just as Tolkien's maps provide clarity and direction, a Customer Journey Map helps you create a cohesive and satisfying experience for customers, ensuring their journeys are as epic and well-guided as Frodo's quest to Mount Doom.
Be
Wise—Start with a Map
Customer Journey Maps (CJMs) are visual representations of the various stages a customer goes through when interacting with your business. These maps outline key stages, touchpoints, emotions, and experiences from the initial discovery of a product or service, through the purchasing process, to post-purchase interactions.
By charting out these journeys, you can better understand customer behaviors, preferences, and pain points, and more easily recognize patterns. Successes can become easier to repeat and frustrations easier to avoid.
