We are constantly thinking about ways to help your business get ahead, and one of the consistent ways to be a leader in your industry is to provide excellent customer experiences. As McKinsey reported in “The Three Cs of Customer Satisfaction: Consistency, Consistency, Consistency”:

Maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20% but also lift revenue by up to 15% while lowering the cost of serving customers by as much as 20%.

And the Customers 2020 report indicates customer experience will overtake price and product as the key brand differentiator.

So, we’ve identified the six critical elements of user journeys that work well for content. These include:
  1.  Phases or stages
  2. Goal for each stage
  3. Key tasks and behaviors
  4. Key decisions and questions
  5. Key emotions
  6. Key channels or touchpoints

Read it, study it, print it out…whatever you do, use this infographic and our other recent user journey content to help you deliver a user experience that will wow your customers again and again.

User Journey Infographic


The Author

Content Science is a growing content strategy and intelligence company and the publisher of Content Science Review. We empower digital enterprises for the content era by taking their content approach to the next level. Customers of our professional services and one-of-a-kind products (such as ContentWRX and Content Science Academy) include the Fortune 50, the world’s largest nonprofits, and the most trusted government agencies.

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