Do you often say, "If I build it, they will come?"
Do you often say, "If I build it, they will come?"
If you say YES, definitely you know what we are talking about here! But if your answer is NO, you need to know about this secret thing - CUSTOMER JOURNEY MAP!
As we know, customer interaction through many channels makes tracking and delivering the best experience more complicated for brands. But with the aid of a successful customer journey mapping, you can stay on top of your expectation and optimize the customer experience.
Customer journey map works as a secret ingredient for digital marketing strategy success. It helps to understand your customers' needs, goals, desires, and experiences. Companies - that use a successful customer journey map - are twice as likely to exceed their competitors that don't.
Along with retaining more customers, you will get the following benefits with this process:
- Convert more leads into customers
- Enhance content marketing strategy
- Create a smoother experience
- Increase customer engagement
- Increase opportunities for upscaling
So, these are some benefits you will get after creating the right customer journey map. But the main concern is how to build it? This blog will be beneficial for you!
How to build a successful customer journey mapping?
Let's have a look at the following five steps to guide the process when it comes to creating or enhancing your customer journey map:
Step 1 - Create Buyer Personas
Creating buyer personas for every customer group is the first step of customer journey mapping. Knowing every buyer's goal will help you find ways to meet their specific needs. Thereupon, it's better to think about your goals and how this map can help you meet them while also fulfilling each buyer's particular needs.
Step 2 - Conduct Direct Research
When it comes to finding out your customers' exact requirements, getting direct feedback from them is one of the best ways. In addition, you can use questionnaires and user testing strategies to know why customers chose you and get insights into their experience.
Step 3 - Identify Communication Touchpoints
Touchpoints are individual interactions between your company and customers. Identifying these interaction points is the third step to creating an efficient customer journey mapping. This phase also gives you an insight into the different actions that your customers are performing as they move towards a specific activity.
These touchpoints can occur through several channels such as website, email marketing, social media, and third-party sites. After identifying the main points, group them into three sections: pre-purchase, purchase, and post-purchase. It will help you determine what activities are being carried out, when, and how to improve the journey to make purchasing easier and faster.
Step 4 - Reveal Positive & Negative Moments
Knowing which positive or negative moments come up frequently with each touchpoint can improve the customer journey. Therefore, it’s essential to consider both moments at the journey's stages. But why? This is because your customer's opinions differ, and you will want to have the chance to adjust and improve their ways.
Step 5 - Create a Visual Map
As customer journey mapping is a visual process, combining your works into a graphic is time. If you are unsure about where your journey’s every step goes, create an initial journey with touchpoints that can be moved around.
You can create the best customer journey mapping for your business by following these steps. Then, implementing it into your marketing strategy can help you build enhanced experiences that will lead to sales growth for your company.
"Growth Hack" your customer journeys through content marketing with Tommy House Studios.
Tommy House Studios is a reliable, creative marketing agency with many years of experience creating several successful marketing strategies. We follow some ways to make your customer journey efficient through content marketing strategy.
These ways are:
- Identifying the typical customer journey via your content properties
- Find the right route for each user
- Improving your customer journeys through customized content recommendations and CTA
- Learning to enhance the journey of your next customers
In brief, customer journey optimization is an important part of content marketing strategy. Finding the journey's positive & negative points is important in improving your customers' experience and conversion rate.
