Have you heard about a customer journey map before? Does it sound complicated and intimidating and you feel like just rather running for the hills?
Just wait for a second and read on. What if I told you that customer journey mapping can benefit your business immensely? It can help you get to know what your customers like and help them to get exactly what they want when they want it. By doing this you will generate new customers and keep existing customers coming back for more.
So if you want to know more, let’s start talking about the basics first.
What is Customer Journey Mapping?
According to an expert in digital strategy and UX Optimisation, a customer journey map is a story designed to provide insights into the customer’s journey. A customer journey is a visual interpretation of the steps your customer goes through to reach their end goal. That is to say, buying your product, contacting your business, or anything they want to achieve with your business.
Customer journey mapping is the process where you visually flesh out the steps your customer takes to achieve their end goal, and in the end, it looks like a map. Usually, the map starts out with an excel sheet that outlines key events and areas of interaction with your business and within the user’s experience. You can then combine this as a comprehensive visual that shows your customer’s average experience with your business.
Why is Customer Journey Mapping Important?
The best way to get a glimpse of someone’s journey is to step into their shoes. Customer journey mapping allows you to step into your customer’s shoes and see the journey they take with your business.
A customer journey map can help you understand the relationship between your business and your customer. Structuring specific touchpoints can help you to create the most efficient and effective process for your customers. By knowing the current process you can see if your customers are reaching their goal, and if not, how they can.
Customers often don’t follow the basic A to B route. They usually consist of a back and forth, multi-channel journey before they reach their end goal. This can be hard to visualize and therefore utilizing tools like excel sheets can help you. Once you can physically see the map it is much easier to figure out solutions to tricky touchpoints.
When it comes to digital marketing, especially if you have an e-commerce business, having a customer journey map can be highly beneficial. This is the only way to get to know your customer’s experience and therefore should be a vital tactic to ensure your business success.
Happy customer = Business success
To conclude, there are various benefits with a customer journey map to help you improve your business. If you would like to know more there will be two upcoming blogs next month where we will discuss the benefits as well as a step-by-step guide to create a customer journey map.