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 and 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 for a different target group each time.
Based on creating your online customer journey, you determine which means of communication fit best, such as your website, blogs, podcasts, flyers, roundtable discussions, etc. When choosing the right communication channel, always ask whether the story you want to tell still stands.