{"id":359971,"date":"2022-05-27T19:57:20","date_gmt":"2022-05-28T02:57:20","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=359971"},"modified":"2026-01-23T03:51:04","modified_gmt":"2026-01-23T10:51:04","slug":"customer-journey-dimensions","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/customer-journey-dimensions\/","title":{"rendered":"Customer Journey Dimensions: What they are &#038; Tips"},"content":{"rendered":"\n<p><span style=\"font-weight: 300;\">Today we will learn about <\/span><span style=\"font-weight: 300;\">customer journey dimensions<\/span> <span style=\"font-weight: 300;\">and some recommendations for the enhancement of the customer journey. <\/span><span style=\"font-weight: 300;\">In the process of improving <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/how-to-measure-customer-satisfaction\/\"><span style=\"font-weight: 300;\">customer satisfaction<\/span><\/a><span style=\"font-weight: 300;\">, there is a struggle between what is the Customer Journey and mapping customer touchpoints. <\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">Sometimes people incorrectly interchange both concepts, when in reality they refer to different processes. <\/span><span style=\"font-weight: 300;\">The process of mapping <a href=\"https:\/\/www.questionpro.com\/blog\/customer-touchpoints\/\">customer touchpoints<\/a> is established by the company internally, according to the design it carries out to provide the service or establish communication with its customers.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What are Customer Journey Dimensions?<\/h2>\n\n\n\n<p><span style=\"font-weight: 300;\">Customer Journey is the process that the customer experiences in contact with the brand, from their point of view and personal experience.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">The difference is abysmal, as a company, we may think that the processes we establish are optimal and cover all cases, but reality tells us that the <\/span><span style=\"font-weight: 300;\">customer experience<\/span><span style=\"font-weight: 300;\"> is very different.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">Understanding the experience that the client goes through in his contact with our brand makes it essential to ask the client himself to get to draw the accumulation of experiences of the interaction.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">Therefore, both qualitative and quantitative research is the previous step to illustrating the <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-mapping\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 300;\">Customer Journey Map.<\/span><\/a><\/p>\n\n\n\n<p class=\"has-text-align-center\"><strong>LEARN ABOUT:<\/strong> <a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-mapping-tools\/\">Customer Journey Mapping Tools<\/a><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">The first result of the studies will allow us to create an inventory of touchpoints, classifying all the points that the client crosses throughout their experience through logical groupings that transcend specific individual preferences.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">What is really critical is to correctly identify the nature of each <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/customer-touchpoints\/\"><span style=\"font-weight: 300;\">customer touchpoint<\/span><\/a><span style=\"font-weight: 300;\"> and the phase of the experience in which it takes place.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">Once the information is collected and analyzed, we can identify the touchpoints as critical, complementary, and superfluous.<\/span><\/p>\n\n\n\n\t<div class=\"banner-section wf-section\" lang=\"\" >\n\t\t<div class=\"right-column-container\">\n\t\t\t<div class=\"bannerbg white\">\n\t\t\t\t<span class=\"h1-2\">Create memorable experiences based on real-time data, insights and advanced analysis.<\/span>\n\t\t\t\t<a href=\"#userliteForm\" data-toggle=\"modal\" class=\"button w-button\">Request Demo<\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"userlite-modal modal fade\" id=\"userliteForm\" tabindex=\"-1\" role=\"dialog\" style=\"display: none;\">\n\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t<div class=\"modal-content\" role=\"document\">\n\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" aria-label=\"Close\">\n\t\t\t\t\t\t\t<i class=\"material-icons\">close<\/i>\n\t\t\t\t\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"contact-us-form-wrapper contact-box\">\n\t\t\t\t\t\t<div class=\"userlite-form-wrapper\">\n\t\t\t\t\t\t\t<iframe src=\"https:\/\/www.questionpro.com\/userlite-form-blog-en.html?product=CX&amp;referralurl=https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/359971&amp;lang=en&amp;cat=customer-experience|cx-2\" style=\"display: block;\" ><\/iframe>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"demo-form-wrapper success-message-div\" style=\"display:none\">\n\t\t\t\t\t\t\t<p class=\"success-message-para\"><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">The 4 Customer Journey Dimensions<\/h2>\n\n\n\n<p><span style=\"font-weight: 300;\">The research to discover the journey must include five dimensions that make up the customer experience map.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">These dimensions are the objective, the journey model, the qualitative vision, the quantitative information, and the conclusions and recommendations.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1. The objective<\/h3>\n\n\n\n<p><span style=\"font-weight: 300;\">The goal is to define the different types of people or segments of people who make differentiated routes. This way we will have the variability of routes, touchpoints, and experiences of our clients with their own characteristics and experiences.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">In each journey and for each specific point of contact, it is analyzed if they fit with our principles or whether if they satisfy the needs of the different types of clients or not.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">The key is to contrast the journey with different criteria, segments and value propositions so that we can prototype various scenarios in which to operate.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. The path or route model<\/h3>\n\n\n\n<p><span style=\"font-weight: 300;\">The journey model is the drawing of the customer journey. The interesting part is to extract a model that is manageable and that integrates the largest number of types of customers according to their journey.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">The model created with the information is a diagram that includes relevant data that answers to questions such as how many people prioritize one channel over another? What part of the experience is failing? What part of the experience has not been considered and is essential?<\/span><\/p>\n\n\n\n<blockquote class=\"wp-block-quote\">\n<p><span style=\"font-weight: 300;\">If you like reading about customer journey dimensions, you might find it interesting to learn about<\/span><a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-canvas\/\"> <span style=\"font-weight: 300;\">how to create a customer journey canvas<\/span><\/a><\/p>\n<\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\">3. Qualitative vision<\/h3>\n\n\n\n<p><span style=\"font-weight: 300;\">The qualitative vision nurtures the customer&#8217;s \u201cdo, think, feel\u201d journey. The \u201cdoing\u201d is the route model; the \u201cthinking\u201d, are the thoughts in the contact, can I get there from another place? Will it work? Can I use this? , and the &#8220;feel&#8221;, attend to the answers that express satisfaction, frustration, sadness, confusion&#8230;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">In the <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/qualitative-data\/\"><span style=\"font-weight: 300;\">qualitative data<\/span><\/a><span style=\"font-weight: 300;\">, there is the basis to understand the importance and value that a certain point of contact has for our clients.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">4. Quantitative information<\/h3>\n\n\n\n<p><span style=\"font-weight: 300;\">Another dimension of the customer journey is quantitative information, which is essential because it incorporates the data obtained through surveys, <a href=\"https:\/\/www.questionpro.com\/blog\/customer-journey-analytics\/\">customer journey analytics<\/a><\/span> <span style=\"font-weight: 300;\">prescriptions, etc.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">In some cases, <\/span><a href=\"https:\/\/www.questionpro.com\/blog\/quantitative-research\/\"><span style=\"font-weight: 300;\">quantitative research<\/span><\/a><span style=\"font-weight: 300;\"> can be used to emphasize specific parts of the customer journey (only 250% meet this touchpoint, while 60% meet this other touchpoint).<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">The available data can be illustrated in very original and graphic visuals.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Conclusions about Customer Journey Dimensions<\/h2>\n\n\n\n<p><span style=\"font-weight: 300;\">Understanding the dimensions of a customer journey enables a business to identify opportunities, points of friction, and calls to action in each interaction of a stage.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">It is not a mere illustration of the experiences in different channels. Its goal is to coordinate the set of customer touchpoints that happen over time.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">If you want the map to be really useful, it must be self-explanatory, it should be easily understood by each of the company&#8217;s departments without the need to be explained by the department that has prepared it, and it must lead to the action of strategies and improvements and not be an end in itself.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">CJM is an essential tool to develop in your business, to manage and improve the experience of your customers.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">Now that you know the dimensions of the customer journey, when do we start the journey?<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 300;\">At<\/span><a href=\"https:\/\/www.questionpro.com\/cx\/\"> <span style=\"font-weight: 300;\">QuestionPro CX<\/span><\/a><span style=\"font-weight: 300;\"> we offer you the best tools to monitor the customer journey in your organization. Contact us! We would love to team up with you to help you achieve better customer experiences!<\/span><\/p>\n\n\n\n<p class=\"has-text-align-center\"><a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\"><button>LEARN MORE<\/button><\/a>&nbsp; &nbsp; &nbsp; &nbsp;<a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=home-cx\" target=\"_blank\" rel=\"noopener\"><button>FREE TRIAL<\/button><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Today we will learn about customer journey dimensions and some recommendations for the enhancement of the customer journey. In the [&hellip;]<\/p>\n","protected":false},"author":41,"featured_media":359952,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[169,170],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Journey Dimensions: What they are &amp; Tips | QuestionPro<\/title>\n<meta name=\"description\" content=\"Today we will learn about the dimensions of the customer journey and some recommendations for its enhancement. 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