o secret that most marketers follow the same trajectory and curve when it comes to customer experience. Although some are more advanced than others, almost all of them are moving towards the common goal of getting a single customer view. Therefore, most will also have had some exposure to customer experience journey mapping (CXJM) in one way or another. As an approach, CXJM is essential to help you define your plan of attack and start seizing opportunities to Phone Number List deliver against customer experience goals. When done correctly, the process will give you a better understanding of what your customers' experiences really are and how you can start planning effective communications around them. Part of my role now is to lead the entire journey mapping process and, after testing a number of approaches, I believe a CXJM is only complete by following these 4 clear steps: Step 1 - Empathy Mapping - completed by key stakeholders, the Empathy Mapping ends with a series of hypotheses about the audience experience to prove or disprove Stage 2 - Audience interviews - used to provide a series of rich and qualitative information in response to the Phone Number List hypothesis defined from the empathy mapping Step 3 - Map experiences - chart the actual behaviors of customers through the stages of their experience (we have 10 stages that start with ignorance and end with advocacy)Step 4 - Extract the moments of truth – what are the audience's defining moments within their overall experience When you can respond to this, you can define a clear role for communications by responding to it with the right content, message or action By following this CXJM approach, you can really begin to understand your audience's "moments of truth" - the Phone Number List points along their journey that cause pain or pleasure. During the interview with the audience, the experiences captured are 'conscious' – people remember them and tell them. But what about capturing these “unconscious” experiences? Those that only online behavior and data leave a digital footprint? Validate with data This is where layering a combination of quantitative and qualitative data comes in.

We have all been there. You wake up one morning, all your favorite jeans are dirty, so you reach out to one of the older ones. And then... JACKPOT! You find a forgotten $100 bill in the back pocket of your jeans. Oh, that feeling. Ok, but what does this have to Phone Number List do with mobile marketing? Great question. Well, there is a new mobile app analytics solution called Qualitative Analytics , which you should familiarize yourself with as soon as possible. This solution will allow you to find “hidden treasures” (like money in the back pocket) in your product data. These treasures can then be converted into real money via actionable insights into your marketing/monetization initiatives. We'll explain: Qualitative analytics solutions provide you with tools like user session recordings and touch heatmaps . These features will allow you to take all the guesswork you and your team go through while trying to Phone Number List understand your users' behavior and the reasons for their actions. So, using a qualitative analytics solution will not only save you hours of data analysis, but also uncover UX/marketing/performance issues you didn't even know existed. How exactly? We'll dive into real-world use cases and examples soon, don't Qualitative analysis vs numerical data You see, many product managers and mobile marketers today use quantitative (digital data) analytics solutions to track their efforts and KPIs. While this is by no means a mistake, these solutions have their inherent blind spots. Numerical data can tell you that something is happening, usually at an aggregate level, but it can never tell you why . Your quantitative analytics solution will tell you, for example, that your login screen has a 50% abandonment rate, which is important to Phone Number List know, but you have no idea is happening. Get your free complete guide to Qualitative Analytics to learn all about how qualitative analytics can improve your application performance Qualitative analysis , on the other hand, involves understanding user behavior. It will provide you with tools such as: User session recordings - user recordings are one of the cornerstones of qualitative application analysis.