What can mapping the customer journey help identify?

Mapping the customer journey is a powerful tool that helps businesses understand the different stages a customer goes through when interacting with a product or service. This process highlights the various touchpoints where customers engage with the brand, which can unveil friction points within the customer experience.

Friction points are challenges or obstacles that may hinder a customer's ability to complete their desired actions effectively or satisfactorily. By identifying these friction points, businesses can pinpoint areas that need improvement, refine their processes, and enhance the overall customer experience.

For instance, during the mapping process, a company might find that customers struggle to navigate their website, experience long wait times for customer support, or face difficulties during the checkout process. Understanding where these pain points lie enables businesses to strategize on how to mitigate these issues, leading to a smoother and more enjoyable journey for the customer.

The other options, while relevant to various aspects of business strategy, do not directly pertain to the explicit benefits of customer journey mapping. Identifying market competition dynamics, creating ideal customer personas, or determining key features of a product relates more to market analysis and product development rather than the targeted experience-focused insights gleaned from mapping customer interactions.