Analyze customer behavior and sentiment

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Once you have created your persona's behaviors and touchpoints, analyze your customer's behavior and emotions at each touchpoint.

When analyzing, consider the following factors:

Behavioral analysis

What specific actions will you take?
What is the purpose of the action?
Is there any consideration to ignore the behavior?
Sentiment Analysis

How you feel at each stage (e.g., satisfaction, anxiety, anticipation, etc.)
Emotional changes and their complexities - Key points of positive/negative experiences
Data collection method

Questionnaire survey
Interview
Behavioral log analysis
Social listening
It is important to analyze from both objective data and subjective feelings.

Conducting research on target customers is an effective belarus mobile database attitudes, and emotions. By conducting regular customer research or by interviewing friends and acquaintances, you can thoroughly understand the emotional movements and behavior of your customers.

Improve your knowledge through regular research and incorporate it into your customer journey map.

Step 5: Mapping and KPIs
Once you have understood your persona’s behavior, consciousness, and emotions through these four steps, visually organize the information you have collected and complete a customer journey map.

The mapping is completed by placing customer actions, emotions and touchpoints in chronological order, then using arrows to show how each element relates to the others.

Finally, based on the completed customer journey map, we will set KPIs (key performance indicators) for improvement.

Setting up KPIs

Determine the metrics to be measured at each stage (e.g., number of reach at the awareness stage, conversion rate at the purchase stage, etc.)
Current value and target value
Measurement method and frequency
Consideration of improvement measures

List specific improvement proposals for the identified issues
Prioritize and create an action plan
It is important to regularly measure KPIs and check whether you are moving towards your set goals.

If you are not reaching your numerical targets, be sure to investigate the reasons, analyze how your customer journey map is working, and consider ways to improve.