Customer journey mapping visualizes every customer interaction, but its real value lies in analysis that explains why behaviors occur. Detailed examination of qualitative data identifies pain points, reveals what drives positive experiences, and prioritizes insights for action. For example, abandoned carts may trace to confusing checkout processes, while feedback analysis highlights retention risks. Common journey stages include inquiry, onboarding, customer care, loyalty, upsell, and repurchase, each offering vital feedback sources. A Medtronic case study showed how analyzing nurse survey responses uncovered issues, guiding action that restored NPS scores and improved brand experience.

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