{"id":524,"date":"2022-01-26T01:27:16","date_gmt":"2022-01-26T01:27:16","guid":{"rendered":"https:\/\/www.cybermedian.com\/pt\/?p=524"},"modified":"2022-03-31T13:41:25","modified_gmt":"2022-03-31T05:41:25","slug":"improve-customer-experience-with-customer-journey-map","status":"publish","type":"post","link":"https:\/\/www.cybermedian.com\/pt\/improve-customer-experience-with-customer-journey-map\/","title":{"rendered":"Melhore a experi\u00eancia do cliente com o mapa da jornada do cliente"},"content":{"rendered":"<ul>\n<li>Fazer bons produtos e servi\u00e7os, os clientes ainda n\u00e3o est\u00e3o satisfeitos, a fidelidade ainda \u00e9 muito baixa?<\/li>\n<li>Os tempos de espera dos clientes ainda s\u00e3o longos, pedir ajuda ainda \u00e9 dif\u00edcil, n\u00e3o h\u00e1 experi\u00eancia no processo de compra, n\u00e3o h\u00e1 ponto positivo\u2026<\/li>\n<li>N\u00e3o importa o qu\u00e3o bom o servi\u00e7o \u00e9, ainda \u00e9 ruim?<\/li>\n<\/ul>\n<h3 id=\"d515\" class=\"graf graf--h3 graf-after--li\"><span id=\"What_is_Customer_Journey\">O que \u00e9 Jornada do Cliente?<\/span><\/h3>\n<blockquote id=\"6346\" class=\"graf graf--blockquote graf-after--h3\"><p>Em rela\u00e7\u00e3o ao processo dos consumidores desde o conhecimento do produto at\u00e9 a compra do produto como uma jornada, \u00e9 chamado de \u201cjornada da experi\u00eancia do cliente\u201d.<\/p><\/blockquote>\n<p id=\"7482\" class=\"graf graf--p graf-after--blockquote\">O mapa da jornada do cliente pode ser usado para descrever a hist\u00f3ria de uma determinada fun\u00e7\u00e3o do cliente em um cen\u00e1rio espec\u00edfico.\u00a0Incluindo os clientes desde o primeiro contato com o produto, tocando os diversos pontos de contato do produto, e terminando o uso do produto no final.<\/p>\n<p id=\"163f\" class=\"graf graf--p graf-after--p\">Ele pode esclarecer os principais canais de intera\u00e7\u00e3o entre o cliente e o produto e, ao observar e analisar o comportamento, pensamentos e emo\u00e7\u00f5es do usu\u00e1rio em v\u00e1rios est\u00e1gios, pode ajudar a otimizar o processo do produto e resolver os pontos problem\u00e1ticos.<\/p>\n<p id=\"1fe8\" class=\"graf graf--p graf-after--p\">O Customer Journey Map ajuda voc\u00ea a conhecer seus clientes novamente, redesenhar sua jornada do cliente e garantir que alcancemos todos os clientes com uma experi\u00eancia excepcional.<\/p>\n<blockquote id=\"f029\" class=\"graf graf--blockquote graf-after--p\"><p>Um mapeamento da jornada do cliente \u00e9 uma visualiza\u00e7\u00e3o do processo pelo qual uma pessoa passa para atingir um objetivo.\u00a0Ele \u00e9 usado para entender e resolver as necessidades do cliente e os pontos problem\u00e1ticos.<\/p><\/blockquote>\n<h3 id=\"5372\" class=\"graf graf--h3 graf-after--blockquote\"><span id=\"An_Example_of_The_Customer_Journey\">Um exemplo da jornada do cliente<\/span><\/h3>\n<p id=\"ec8f\" class=\"graf graf--p graf-after--h3\">A seguir, um exemplo simples para ilustrar o que se entende por \u201cjornada de experi\u00eancia do cliente\u201d.<\/p>\n<figure id=\"4e86\" class=\"graf graf--figure graf-after--p\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/pt\/wp-content\/uploads\/sites\/11\/2022\/01\/0nHORdj95HPhVTnUn.jpg\" data-image-id=\"0*nHORdj95HPhVTnUn.jpg\" data-width=\"1980\" data-height=\"990\" data-is-featured=\"true\" \/><\/figure>\n<ol class=\"postList\">\n<li id=\"c128\" class=\"graf graf--li graf-after--figure\">A temperatura cai, e o friozinho vai chegando aos poucos.<\/li>\n<li id=\"504e\" class=\"graf graf--li graf-after--li\">Quero comprar uma jaqueta de inverno.<\/li>\n<li id=\"45e0\" class=\"graf graf--li graf-after--li\">Pesquisei em uma certa loja online e encontrei alguns produtos satisfat\u00f3rios, o pre\u00e7o caiu entre $ 400 &#8211; $ 500<\/li>\n<li id=\"f6b6\" class=\"graf graf--li graf-after--li\">Eu compro e verifico outros sites de compras para ver se o mesmo item \u00e9 mais barato<\/li>\n<li id=\"866d\" class=\"graf graf--li graf-after--li\">Por fim, voltei \u00e0 loja online original para fazer um pedido e comprei uma jaqueta por US $ 400<\/li>\n<li id=\"f93b\" class=\"graf graf--li graf-after--li\">Ap\u00f3s a entrega, senti que a textura e a cor n\u00e3o diferiam das fotos na Internet, e eu estava usando \u00c9 confort\u00e1vel e quente.\u00a0Da pr\u00f3xima vez que comprar roupas novas, pretendo compr\u00e1-las na mesma loja<\/li>\n<\/ol>\n<h3 id=\"5590\" class=\"graf graf--h3 graf-after--li\"><span id=\"The_Elements_of_Customer_Journey_Map\">Os elementos do mapa da jornada do cliente<\/span><\/h3>\n<h3 id=\"35ed\" class=\"graf graf--h3 graf-after--h3\"><span id=\"Steps_for_Creating_Customer_Journey_Map\">Etapas para criar o mapa da jornada do cliente<\/span><\/h3>\n<p id=\"7d09\" class=\"graf graf--p graf-after--h3\">Listei seis etapas simples para realizar um\u00a0\u00a0<a class=\"markup--anchor markup--p-anchor\" href=\"https:\/\/www.visual-paradigm.com\/solution\/customer-experience\/customer-journey-mapping\/\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/www.visual-paradigm.com\/solution\/customer-experience\/customer-journey-mapping\/\">mapeamento da jornada do cliente<\/a><\/p>\n<ol class=\"postList\">\n<li id=\"e2df\" class=\"graf graf--li graf-after--p\"><strong class=\"markup--strong markup--li-strong\">Convide as partes interessadas para participar\u200a<\/strong>\u00a0\u2014 Muitos servi\u00e7os e fluxo de trabalho interno n\u00e3o s\u00e3o projetados para tornar os clientes mais confort\u00e1veis \u200b\u200be convenientes durante a jornada no in\u00edcio do design.\u00a0Portanto, antes do design, todas as partes interessadas (incluindo o contato direto com os clientes e os membros do suporte nos bastidores) devem considerar e trabalhar juntos para mudar para que os clientes possam aproveitar a jornada.<\/li>\n<li id=\"9460\" class=\"graf graf--li graf-after--li\"><strong class=\"markup--strong markup--li-strong\">Encontre a base de clientes-alvo<\/strong>\u00a0\u200a\u2014 Cada cliente tem sua pr\u00f3pria jornada de cliente \u00fanica, e o que ele gosta, se importa e odeia na jornada \u00e9 diferente.\u00a0No processo de design, devemos primeiro entender as caracter\u00edsticas do grupo de clientes-alvo, do que eles gostam, do que n\u00e3o gostam, do que n\u00e3o se importam e, em seguida, projetar a jornada do cliente adequada a eles de acordo com essas caracter\u00edsticas.\u00a0Para alguns de nossos clientes mais valiosos, devemos priorizar se sua viagem \u00e9 mais f\u00e1cil e confort\u00e1vel.<\/li>\n<li id=\"e5d9\" class=\"graf graf--li graf-after--li\"><strong class=\"markup--strong markup--li-strong\">Crie o mapa da jornada do cliente<\/strong>\u00a0\u200a\u2014 A jornada do cliente geralmente \u00e9 muito longa e complexa, com dezenas ou at\u00e9 centenas de pontos de contato, nos quais participam diferentes equipes, departamentos e canais da empresa.\u00a0Antes de considerarmos quais pontos de contato est\u00e3o mais preocupados ou insatisfeitos com os clientes, tamb\u00e9m \u00e9 uma boa op\u00e7\u00e3o descrever primeiro a jornada geral.\u00a0Chamamos isso de mapa da jornada do cliente.<\/li>\n<li id=\"1eb7\" class=\"graf graf--li graf-after--li\"><strong class=\"markup--strong markup--li-strong\">Identifique a preocupa\u00e7\u00e3o, a alegria e a dor dos clientes\u200a<\/strong>\u00a0\u2014 A melhor maneira de encontrar as preocupa\u00e7\u00f5es e os pontos problem\u00e1ticos dos clientes \u00e9 perguntar diretamente a eles ou \u00e0s pessoas que est\u00e3o em contato frequente com os clientes.\u00a0Alguns m\u00e9todos para entender as preocupa\u00e7\u00f5es e os pontos problem\u00e1ticos do cliente incluem entrevistas em profundidade, entrevistas com funcion\u00e1rios e an\u00e1lise de casos de clientes.<\/li>\n<li id=\"880d\" class=\"graf graf--li graf-after--li\"><strong class=\"markup--strong markup--li-strong\">Revise os resultados e redesenhe a jornada do cliente<\/strong>\u00a0\u200a\u2014 Ap\u00f3s as investiga\u00e7\u00f5es, as partes interessadas t\u00eam uma compreens\u00e3o mais profunda das jornadas e aspira\u00e7\u00f5es do cliente, e uma compreens\u00e3o das prefer\u00eancias, preocupa\u00e7\u00f5es e pontos problem\u00e1ticos do cliente \u00e9 ainda mais cr\u00edtica.\u00a0Ap\u00f3s o consenso, podemos come\u00e7ar a redesenhar a jornada do cliente para remover pontos problem\u00e1ticos e adicionar pontos de valor agregado \u00e0 jornada do cliente.\u00a0No processo de redesenho, os facilitadores profissionais podem tornar mais f\u00e1cil para a equipe estimular a criatividade e tomar decis\u00f5es.<\/li>\n<li id=\"e4b7\" class=\"graf graf--li graf-after--li\"><strong class=\"markup--strong markup--li-strong\">Revis\u00e3o regular, medir e fortalecer o mecanismo para melhorar a jornada do cliente<\/strong>\u00a0\u200a\u2014 Os mecanismos de medi\u00e7\u00e3o e refor\u00e7o de desempenho est\u00e3o no centro de fornecer uma experi\u00eancia abrangente ao cliente.\u00a0A chave para o sucesso \u00e9 estabelecer um benchmark para indicadores de medi\u00e7\u00e3o e ter uma pessoa dedicada respons\u00e1vel por melhorar toda a jornada do cliente e solucionar as dificuldades na mesma.<\/li>\n<\/ol>\n<h3 id=\"a55c\" class=\"graf graf--h3 graf-after--li\"><span id=\"Create_Customer_Journey_Map_using_Online_Tool\">Crie um mapa da jornada do cliente usando a ferramenta online<\/span><\/h3>\n<p id=\"5a4d\" class=\"graf graf--p graf-after--h3\">O Visual Paradigm Online (VP Online) \u00e9 um software de diagrama online que suporta o Mapeamento da Jornada do Cliente, v\u00e1rios gr\u00e1ficos, UML, fluxograma, diagrama de rack, organograma, \u00e1rvore geneal\u00f3gica, ERD, planta baixa, etc.<\/p>\n<h4 id=\"ddfd\" class=\"graf graf--h4 graf-after--p\"><span id=\"Customer_Journey_Map_Templates_and_Examples\">Modelos e exemplos de mapas de jornada do cliente:<\/span><\/h4>\n<figure id=\"fd94\" class=\"graf graf--figure graf-after--h4\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/pt\/wp-content\/uploads\/sites\/11\/2022\/01\/0bvnahNlZS8B-_8dQ.png\" data-image-id=\"0*bvnahNlZS8B-_8dQ.png\" data-width=\"1192\" data-height=\"630\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"c5d4\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Customer%20Journey%20Mapping&amp;template=\/repository\/d2074db4-7801-450f-9d20-e9c4d4f73b60.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Customer%20Journey%20Mapping&amp;template=\/repository\/d2074db4-7801-450f-9d20-e9c4d4f73b60.xml\">Mapeamento da jornada do cliente<\/a><\/li>\n<\/ul>\n<figure id=\"b8b2\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/pt\/wp-content\/uploads\/sites\/11\/2022\/01\/0iE1Hh0MfLmIr6APh.png\" data-image-id=\"0*iE1Hh0MfLmIr6APh.png\" data-width=\"1346\" data-height=\"760\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"81c7\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Online%20Travel%20Agency&amp;template=\/repository\/829fa14d-7ca1-4443-90d7-d6da6deace3c.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Online%20Travel%20Agency&amp;template=\/repository\/829fa14d-7ca1-4443-90d7-d6da6deace3c.xml\">Ag\u00eancia de viagens on-line<\/a><\/li>\n<\/ul>\n<figure id=\"8f44\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/pt\/wp-content\/uploads\/sites\/11\/2022\/01\/0Yqh11qz2l_jKBTaB.png\" data-image-id=\"0*Yqh11qz2l_jKBTaB.png\" data-width=\"1378\" data-height=\"979\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"0512\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Online%20Shop&amp;template=\/repository\/302c3f5a-5392-4d69-a68d-dadd0887573e.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Online%20Shop&amp;template=\/repository\/302c3f5a-5392-4d69-a68d-dadd0887573e.xml\">Loja online<\/a><\/li>\n<\/ul>\n<figure id=\"3265\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/pt\/wp-content\/uploads\/sites\/11\/2022\/01\/0pylebl1nf7icVajA.png\" data-image-id=\"0*pylebl1nf7icVajA.png\" data-width=\"1192\" data-height=\"980\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"a726\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Online%20Banking%20Password%20Recovery&amp;template=\/repository\/3857f8b2-9a6e-4be5-b9e6-2aeafb40bcf3.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Online%20Banking%20Password%20Recovery&amp;template=\/repository\/3857f8b2-9a6e-4be5-b9e6-2aeafb40bcf3.xml\">Recupera\u00e7\u00e3o de senha de banco online<\/a><\/li>\n<\/ul>\n<figure id=\"568d\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/pt\/wp-content\/uploads\/sites\/11\/2022\/01\/0aLH3zEl_DcQm8rVM.png\" data-image-id=\"0*aLH3zEl_DcQm8rVM.png\" data-width=\"962\" data-height=\"866\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"9552\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=On-site%20Oven%20Repair%20Service&amp;template=\/repository\/3d5809f5-2f81-441d-bfa8-48588cb13d31.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=On-site%20Oven%20Repair%20Service&amp;template=\/repository\/3d5809f5-2f81-441d-bfa8-48588cb13d31.xml\">Servi\u00e7o de conserto de forno no local<\/a><\/li>\n<\/ul>\n<figure id=\"c05e\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/pt\/wp-content\/uploads\/sites\/11\/2022\/01\/0Ic0nqOGSQo1hQ2FL.png\" data-image-id=\"0*Ic0nqOGSQo1hQ2FL.png\" data-width=\"1192\" data-height=\"912\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"8a5e\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Library&amp;template=\/repository\/1c35e517-6b8a-47b0-a9b9-ba77ea4a1205.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Library&amp;template=\/repository\/1c35e517-6b8a-47b0-a9b9-ba77ea4a1205.xml\">Biblioteca<\/a><\/li>\n<\/ul>\n<figure id=\"ea4f\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/pt\/wp-content\/uploads\/sites\/11\/2022\/01\/0VFSJGXhSuWKyi8lP.png\" data-image-id=\"0*VFSJGXhSuWKyi8lP.png\" data-width=\"1192\" data-height=\"822\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"f7db\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Hospital&amp;template=\/repository\/191de27f-61f0-4d3e-b2b4-63d72c40ec97.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Hospital&amp;template=\/repository\/191de27f-61f0-4d3e-b2b4-63d72c40ec97.xml\">Hospital<\/a><\/li>\n<\/ul>\n<figure id=\"4a78\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/pt\/wp-content\/uploads\/sites\/11\/2022\/01\/0IA43izuyY3KQVyHH.png\" data-image-id=\"0*IA43izuyY3KQVyHH.png\" data-width=\"1652\" data-height=\"786\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"07fe\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=General%20Sales%20Lifecycle%20Template%202&amp;template=\/repository\/fa600a39-b7b1-49a4-a4a3-adcd6f4e8f24.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=General%20Sales%20Lifecycle%20Template%202&amp;template=\/repository\/fa600a39-b7b1-49a4-a4a3-adcd6f4e8f24.xml\">Modelo de Ciclo de Vida de Vendas Geral 2<\/a><\/li>\n<\/ul>\n<figure id=\"3318\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/pt\/wp-content\/uploads\/sites\/11\/2022\/01\/0zfGLjbI_CaC4a5av.png\" data-image-id=\"0*zfGLjbI_CaC4a5av.png\" data-width=\"1652\" data-height=\"746\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"35a8\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=General%20Sales%20Lifecycle%20Template&amp;template=\/repository\/31d09e62-dcde-42be-ace4-20b6e23cf68b.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=General%20Sales%20Lifecycle%20Template&amp;template=\/repository\/31d09e62-dcde-42be-ace4-20b6e23cf68b.xml\">Modelo de Ciclo de Vida de Vendas Geral<\/a><\/li>\n<\/ul>\n<figure id=\"5646\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/pt\/wp-content\/uploads\/sites\/11\/2022\/01\/0obvxvdqqHolKs296.png\" data-image-id=\"0*obvxvdqqHolKs296.png\" data-width=\"1192\" data-height=\"1134\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"94ea\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Detailed%20Customer%20Journey%20Map%20Template&amp;template=\/repository\/71c89058-9ba9-43ab-9bea-12a87a85e61c.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Detailed%20Customer%20Journey%20Map%20Template&amp;template=\/repository\/71c89058-9ba9-43ab-9bea-12a87a85e61c.xml\">Modelo de Mapa Detalhado da Jornada do Cliente<\/a><\/li>\n<\/ul>\n<figure id=\"9b3f\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/pt\/wp-content\/uploads\/sites\/11\/2022\/01\/0PyWHifzQOBi730vr.png\" data-image-id=\"0*PyWHifzQOBi730vr.png\" data-width=\"1652\" data-height=\"948\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"5d3d\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Car%20Purchase&amp;template=\/repository\/c0704f38-8661-4f2a-8a0d-f1887de05d18.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Car%20Purchase&amp;template=\/repository\/c0704f38-8661-4f2a-8a0d-f1887de05d18.xml\">Compra de carro<\/a><\/li>\n<\/ul>\n<figure id=\"7a8f\" class=\"graf graf--figure graf-after--li\"><img decoding=\"async\" class=\"graf-image\" src=\"https:\/\/www.cybermedian.com\/pt\/wp-content\/uploads\/sites\/11\/2022\/01\/0kd9ZAv8Z7LigyfL8.png\" data-image-id=\"0*kd9ZAv8Z7LigyfL8.png\" data-width=\"1422\" data-height=\"900\" \/><\/figure>\n<ul class=\"postList\">\n<li id=\"8216\" class=\"graf graf--li graf-after--figure\"><a class=\"markup--anchor markup--li-anchor\" 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href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Touchpoints%20Templates&amp;template=\/repository\/0ba84bab-1896-4a43-8381-c9260deb120b.xml\" target=\"_blank\" rel=\"noopener\" data-href=\"https:\/\/online.visual-paradigm.com\/cjm.jsp#process-map:proj=0&amp;create&amp;name=Touchpoints%20Templates&amp;template=\/repository\/0ba84bab-1896-4a43-8381-c9260deb120b.xml\">Modelos de pontos de contato<\/a><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul class=\"postList\">\n<li id=\"7d0c\" class=\"graf graf--li graf-after--figure graf--trailing\"><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>O mapa de viagem do cliente pode ser usado para descrever a hist\u00f3ria de um determinado cliente em um cen\u00e1rio espec\u00edfico. Incluindo clientes desde o primeiro contato com o produto, tocando os v\u00e1rios pontos de contato do produto, e terminando o uso do produto no final.<\/p>\n","protected":false},"author":1,"featured_media":1438,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_title":"","_yoast_wpseo_metadesc":"","footnotes":""},"categories":[11,13,15],"tags":[52,63,62,53],"class_list":["post-524","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-lean-approach","category-online-diagrams","category-strategic-planning","tag-cn-done","tag-es-done","tag-ja-done","tag-tw-done"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Melhore a experi\u00eancia do cliente com o mapa da jornada do cliente - Cibermediano<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cybermedian.com\/pt\/improve-customer-experience-with-customer-journey-map\/\" \/>\n<meta property=\"og:locale\" content=\"pt_PT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Melhore a experi\u00eancia do cliente com o mapa da jornada do cliente - Cibermediano\" \/>\n<meta property=\"og:description\" content=\"O mapa de viagem do cliente pode ser usado para descrever a hist\u00f3ria de um determinado cliente em um cen\u00e1rio espec\u00edfico. 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