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Storytelling Online: Mapping your Customer Journey

19984 views
yaling cheng

Published on 27 Jan 2023

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 are going to consider at which times you want to reach your target group through which means of communication.

This is called the customer journey: the journey and all contact moments (touchpoints) between a customer and a brand, product, or service. Does your customer come into contact with you online or 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 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.

Category: EA

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