It is a challenge for a company to get into the customer’s mind. Sometimes, it is amazing to see a customer spending time adding items to their cart. In the end, the customer closes the cart without making a purchase. Also, it can be difficult to understand why a customer takes many steps getting from one point to another instead of taking only one.
What is a Customer Journey?
This is a visualized representation of a customer in the event of making a purchase. It can be further defined as a prospect by which a customer goes through with the company. The essence of this customer journey is to understand the motivation, pain, and needs of the customer. This then results in a customer journey map for an easy visualization process.
A customer journey map is the best process to take to visualize and understand how the customer interacts with the business. This eventually leads to a customer success journey as the company will understand the customer better and work accordingly. Customer journey maps start as excel sheets outlining the key events in the journey. The information obtained is comprehensively put together describing the experience.
4 Benefits of a Customer Journey Map
1. Through the customer journey map, you can create a new customer base target.
2. It helps a company to improve and increase the customer retention rate with ease.
3. Makes the business implement new proactive customer service for great support.
4. A customer-focused mentality is created throughout the company, which, in the long run, will help improve overall sales.
Most companies don’t discover their customers through outbound marketing but through a customer journey map. You can do it through inbound marketing. Outbound marketing includes ideas that are poorly generalized and normally seek to cause interruption to the customer. Unlike inbound marketing, outbound is expensive and hence increases the company costs. Inbound grabs the customer’s attention and focuses on making sales later.
Steps on Crafting the Journey Map
First, you have to determine the objectives of the map and set them as clearly as possible. This will help to give you direction and allow you to follow the sequence of events. Get your personas who will help you to achieve this goal and define their roles clearly to avoid duplication. Then create a questionnaire for the process.
Another step in creating the journey map is to get a list of all the touchpoints. Touchpoints are places in the company’s site or premises where the customer can get in touch with you. You will also need to get a clear target on the customers you want and their profiles. Also, know the location and set the parameters to these touchpoints.
Determining your customer’s journey can make all the difference when it comes to the success of your business. After you have mapped out where your clients might have questions, you are more likely to see where there might be problems and how you can fix them.