“You have to start with the customer experience and work toward the technology, not the other way around.” –Steve Jobs
Having well-constructed and researched customer data is important to understand your target groups and increase your business revenue.
It is also important to have a customer journey map.
How the customer journey map helps
1. Improve your business income.
2. Improve the customer experience.
3. Reduce the costs of your service.
4. Increase customer engagement with your brand.
5. It results in a shift of your company to a customer-centric point of view.
6. Helps you target particular customer personas with marketing impulses applicable to their specific identity.
But understanding your customers and their specific requirements cannot be an easy job.
In fact, it can be difficult for your business to understand what your customers want and what they don’t.
You might be wondering why your prospect is spending so much time going through their selection and adding products to their cart just to close the tab, or why your customers are taking so many steps to get from Point A to Point B when, ideally, they shouldn’t. Do not take more than one.
The reasons can be many.
One of those reasons could be the absence of a Customer Journey plan with your company.
What is the customer journey?
It is the procedure by which a client interacts with your company to achieve an objective.
It’s a visual representation of every experience your customers have with you.
It helps tell the story of a customer’s experience with your brand, from initial engagement to, hopefully, a lasting association.
Customer journey maps are often based on a timeline of events, such as their initial contact with your website and how they change to their first product experience, then purchase, among others.
Visualize the customer journey as a roadmap covering every likely stop along the way.
Then take these crucial steps to prepare your Customer Journey map for your online viewers.
How to Create a Customer Journey Map: 10 Key Steps
1. Decide your goals.
2. Create buyer personas based on research. Conduct interviews with your target groups.
3. Map the path with key touchpoints.
4. Map current states.
5. Map future states.
6. Study your business rivals to find out where they click and where they don’t.
7. Decide your platforms based on the study.
8. Find out how your brand story aligns with your audience and make an affinity plan.
9. Make a content plan with a fixed timeline.
10. Share content.
In conclusion, create your Customer Journey Map, if you want to understand the personality of your customers to achieve better engagement with them, increase company revenue and get great results.
