Do you say, "All I care about is getting more customers in the door"?
Do you ever say, "All I care about is getting more customers in the door"?
If you say YES, you care about getting more customers in the door, you will need a modern customer journey map.
A customer journey mapping visual represents a customer's experience with your brand. It helps to:
- Increase customer engagement through channel optimization
- Reduce unsuccessful touchpoints
- Shift from an organization to a customer-focused perspective
But to put your organizations on a whole new trajectory of success, you need to create the right customer journey map. But the major concern is how to create a successful customer journey mapping? Let's first start with its four stages:
Here are four primary stages of customer journey mapping:
- Awareness
- Consideration
- Decision
- Advocacy
Some simple steps to create a modern customer journey mapping
1 - Set goals
Without a goal, it's very challenging to ensure whether your customer journey map will convert into benefits for customers and your business. You need to identify existing and future buyers, and for that, you need to set targets.
Cross-functional teamwork is important to set a logical and accessible goal. Collect unique views and insights about every part of the existing customer journey.
2 - Conduct persona research
Depending on your business' maturity, you may only have records, reports, or other pre-existing data about the target persona. But, the most data you can gather is from real customers or prospective customers.
Here are several ways to collect meaningful customer data:
- Conduct interviews
- Coordinate with your employees who regularly deal with customers
- Email a survey to existing users
- Scour customer support and complaint logs
- Pull clips from recorded call center conversations
- Leverage web analytics
- Gather Net Promoter Score (NPS) data
3 - Define customer touchpoints
Customer touchpoints are how and where customers interact with and experience your brand. Make sure to include information that addresses elements of action, emotion, and potential challenges during research and planning touchpoints.
The number & type of touchpoints on your customer journey map depend on the business type. After describing your touchpoints, you can arrange them on your customer journey mapping.
4 - Map the current state
Create what you believe is your customer journey's state depending on the current customer experience. Then, use a visual workspace such as Lucidchart and manage to collect your data and touchpoints. Mapping your current state will also help you analyze red flags in the experience.
The Final Thought!
By following these steps, you can create a successful customer journey map. Undoubtedly, customer journey mapping helps business owners understand their customers better to deliver satisfying results. But creating a perfect map is a very time-consuming and challenging process. So, it's recommended to get in touch with a trustworthy creative digital marketing agency like Tommy House Studios.
Tommy House Studios is a reliable full-service and digital marketing service provider with many years of experience delivering a successful customer journey map. For more information about customer journey mapping, you can contact our experts.
