{"id":3961,"date":"2024-10-01T08:15:46","date_gmt":"2024-10-01T06:15:46","guid":{"rendered":"https:\/\/miuniversity.edu\/?p=3961"},"modified":"2025-03-24T13:03:35","modified_gmt":"2025-03-24T12:03:35","slug":"que-es-el-customer-journey-map","status":"publish","type":"post","link":"https:\/\/miuniversity.edu\/es\/comunidad\/que-es-el-customer-journey-map\/","title":{"rendered":"\u00bfQu\u00e9 es el Customer Journey Map?"},"content":{"rendered":"<section id=\"hero-post\" class=\"hero-post\">\n  <picture class=\"hero-post__bg\">\n    <!-- tatamiento horizontal -->\n    <source media=\"(orientation: landscape) and (min-width: 1024px)\" srcset=\"https:\/\/miuniversity.edu\/wp-content\/uploads\/2024\/09\/MIU-Profesorado-cabecera_desktop.jpg\">\n    <!-- tatamiento vertical -->\n    <img decoding=\"async\" class=\"hero-post__img\" src=\"https:\/\/miuniversity.edu\/wp-content\/uploads\/2024\/09\/MIU-profesorado-cabecera_mobile.jpg\" alt=\",\" title=\"\">\n    <noscript>\n      <img decoding=\"async\" src=\"https:\/\/miuniversity.edu\/wp-content\/uploads\/2024\/09\/MIU-Profesorado-cabecera_desktop.jpg\" alt=\",\" title=\"\">\n    <\/noscript>\n  <\/picture>\n  <div id=\"breadcrumbs\" class=\"breadcrumbs\">\n    <p class=\"container\">\n      <span>\n        <span>\n          <a href=\"https:\/\/miuniversity.edu\/es\/\" data-gtm-container=\"breadcrumb\" data-gtm-action=\"navigation\">\n            Home          <\/a>\n        <\/span>\n        &gt;\n        <span class=\"breadcrumb_last\" aria-current=\"page\">\n          <strong>\u00bfQu\u00e9 es el Customer Journey Map?<\/strong>\n        <\/span>\n      <\/span>\n    <\/p>\n  <\/div>\n  <h1 class=\"hero-post__title\">\n    \u00bfQu\u00e9 es el Customer Journey Map?  <\/h1>\n  <\/section>\n\n\n<p>Los mapas de experiencia del cliente o Customer Journey map, eval\u00faan y analizan cada fase por la que pasa un cliente en su proceso de compra para conocer c\u00f3mo es su experiencia y qu\u00e9 acciones hay que mejorar para ofrecerle una experiencia ajustada a sus expectativas.<\/p>\n\n\n\n<p>El Customer Journey Map es una herramienta que nos permite representar de forma gr\u00e1fica las fases por las que pasa un cliente desde que entra en contacto con una marca hasta que finaliza su proceso de compra, c\u00f3mo ha sido su experiencia, c\u00f3mo valora el proceso de compra, d\u00f3nde tiene problemas, cu\u00e1les son los puntos cr\u00edticos, etc.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u00bfPara qu\u00e9 sirve un Customer Journey Map?<\/h3>\n\n\n\n<p>\u00b7&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Ayuda a identificar los puntos cr\u00edticos entre la experiencia deseada por el cliente y la experiencia real.<\/p>\n\n\n\n<p>\u00b7&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Permite perfilar mejor las audiencias objetivas y mejorar la estrategia de marketing.<\/p>\n\n\n\n<p>\u00b7&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Identifica un orden l\u00f3gico en la experiencia de cliente.<\/p>\n\n\n\n<p>\u00b7&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Servicio proactivo, se anticipa a posibles incidentes para mejorar el proceso de feedback con el cliente.<\/p>\n\n\n\n<p>\u00b7&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Mejora la rentabilidad de las campa\u00f1as.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u00bfC\u00f3mo dise\u00f1o un Customer Journey Map?<\/h3>\n\n\n\n<p>1.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Definir el objetivo del Customer Journey Map y su finalidad.<\/p>\n\n\n\n<p>2.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Perfilar el buyer persona.<\/p>\n\n\n\n<p>3.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Identificar los puntos de contacto en los que el cliente interact\u00faa con la marca:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>C\u00f3mo nos ha conocido.<\/li>\n\n\n\n<li>Qu\u00e9 le atrae de nuestro producto.<\/li>\n\n\n\n<li>C\u00f3mo fue su experiencia.<\/li>\n<\/ul>\n\n\n\n<p>4.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Dise\u00f1ar el mapa, identificando los puntos que hay que corregir, las dificultades que hay que superar para realizar una compra, las razones por las que un potencial cliente abandona el proceso.<\/p>\n\n\n\n<p>5.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Testar y analizar el Customer Journey Map como si fu\u00e9ramos un cliente para tener una visi\u00f3n real de los procesos.<\/p>\n\n\n\n<p>6.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Evoluci\u00f3n constante, identificando mejoras y realizando modificaciones de forma peri\u00f3dica.<\/p>\n\n\n\n<p>En definitiva, conocer c\u00f3mo es la experiencia del cliente y qu\u00e9 ocurre en cada fase es fundamental para garantizar el \u00e9xito de nuestra empresa.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Los mapas de experiencia del cliente o Customer Journey map, eval\u00faan y analizan cada fase por la que pasa un cliente en su proceso de compra para conocer c\u00f3mo es su experiencia y qu\u00e9 acciones hay que mejorar para ofrecerle una experiencia ajustada a sus expectativas.<\/p>\n","protected":false},"author":12,"featured_media":3962,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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