Storytelling Online: Mapping your Customer Journey

Mapping Stories online

As part of your communication plan and strategy, you have determined who you want to tell which story and what you want to achieve with it.

Next, you will consider when you want to reach your target group through which means of communication.

This is the customer journey: the journey and all contact moments (touchpoints) between a customer and a brand, product, or service. Does your customer contact you online, offline, or both? Directly or through others? At what times of the day?

The best thing is if you can make your storytelling online with a customer journey. Then, you can easily fine-tune it and reuse it each time for a different target group.

Based on your online customer journey, you determine which means of communication fit best, such as your website, blogs, podcasts, flyers, round table discussions, etc. When choosing the right means of communication, you should always ask yourself whether the story you want to tell still stands.