CJM allows you to:

• See specific points of customer contact with the Loyalty Program — client services — and find a reason to improve them.
• Track how each target audience interacts with the Loyalty Program, what products and offers they are interested in. Then you can use the information in the development of new offer mechanics: the offers will be different for people of different ages and different levels of social activity and interests.
• Analyze what emotions the customer experiences at each step when interacting with the Loyalty Program: when and why the customer is completely satisfied, and when he experiences difficulties and gets a negative experience.

How to create a positive consumer experience and increase customer loyalty? Let's consider several basic scenarios of customer interaction with the Loyalty Program.

Using the section Possible difficulties in each of the scenarios and a description of the customer emotions and feelings at each stage, a number of measures can be developed to prevent possible barriers to the customer path, as well as steps to improve the user experience. For example, in order to reduce the fear of potential customers of the complex rules of the Loyalty Program, it is worth improving the description of the rules on the site, making it as simple and accessible as possible.