Customer Journeys
(เส้นทางลูกค้า)
Definition
Customer Journeys (เส้นทางลูกค้า) Soft Skill
The understanding and mapping of the complete experience a customer has with a company, from first contact through engagement and long-term relationship, to optimize satisfaction and loyalty.
Expertise Level
Level 1
Basic
1. Can describe simple customer touchpoints and interactions.
2. Understands the importance of customer experience in basic terms.
3. Recognizes common stages in a typical customer journey.
Level 2
Intermediate
1. Maps customer journeys including multiple touchpoints and channels.
2. Analyzes customer interactions to identify pain points and opportunities.
3. Uses journey insights to improve customer engagement and satisfaction.
Level 3
Advanced
1. Designs and optimizes comprehensive customer journey strategies.
2. Leverages advanced data and feedback to personalize customer experiences.
3. Collaborates cross-functionally to align business processes with customer needs.
