THE ROLE OF CUSTOMER JOURNEY MAPPING IN UNDERSTANDING CUSTOMER NEEDS
This research investigated the role of customer journey mapping in understanding customer needs, with objectives to assess how journey mapping enhances customer insights, evaluate its impact on customer experience improvement, and determine its effectiveness in identifying pain points. A survey research design was utilized, justifying its selection for capturing a wide range of customer experiences and perceptions. Taro Yamane’s formula was applied to calculate a sample size of 320 respondents from the retail industry in Lagos. The reliability coefficient score of the survey instrument was 0.86, indicating high reliability. The study found that customer journey mapping significantly improves understanding of customer needs, enhances customer experience, and helps identify and address pain points effectively. It was recommended that companies adopt customer journey mapping as a strategic tool to gain deeper insights into customer needs and improve overall customer satisfaction.
ABSTRACT
The world is at the verge of having a global crisis, with environmental degradation and malnourishment being two points of focus...
ABSTRACT
The study examined credit management and liquidity of manufacturing company....
Abstract
This study assessed the role of government in developing small scale businesses in Enugu metropolis. The object...
BACKGROUND OF THE STUDY
Close to a decade after the inauguration of the Economic and Financial Crimes C...
ABSTRACT
This study investigates auditing efficiency for improving companies’ performance. In carrying out this r...
ABSTRACT
Worldwide it is estimated that about half of all pregnant women are anaemic. In Nigeria, the incidence of pregnant women with an...
BACKGROUND TO THE STUDY
The issue of gender inequality between sexes has remained a topic of serious debate in African literature. A sign...
ABSTRACT
This project tends to examine the impact of motivation on staff performance in the public sector as it affects...
ABSTRACT
This research presents the “Optimization Studies of Process Parameters for the Adsorption of Copper and Arsenic Ions from...
Background to the study
Entrepreneurship's dynamism is considered as capable of addressing new econ...