Customer journey mapping is an important process for businesses to understand how customers interact with their company and what touchpoints are most important to them. But not all customer journeys are created equal – there are a lot of variabilities based on your business type, industry, and customer base. So how do you go about building the right customer journey map for your business? Here are 7 steps to help get you started.
What exactly is customer journey mapping and why is it necessary?
The process by which a customer interacts with a business to accomplish a goal is known as the customer journey. The process of generating a customer journey map – a visual representation of a company’s customer experience — is known as customer journey mapping. It collects a customer’s interaction with a business and merges the data into a visual map.
A customer journey mapping depicts the current process consumers go through, from the first to the last touchpoint, to determine if they are currently meeting their objectives and, if not, how they can. It provides insight into potential customers’ demands and concerns, which directly influence or constrain their behavior. Businesses may increase conversion rates and client retention by improving the customer experience.
7 steps to build the right customer journey mapping for your business
Set clear objectives for the map
Before you begin developing your map, you should consider why you are doing it in the first place. What are you hoping to achieve with this map? What exactly is it about? What kind of experience is it based on?
Profile your personas and define their goals
Following that, you should perform research. Questionnaires and user testing are two excellent methods for gathering important client feedback. It is critical to only contact actual customers or prospects.
Highlight your target customer personas
Once you’ve learned about the various client personas that connect with your company, you’ll need to focus on one or two of them. Remember that a customer journey map records the experience of a single customer who is traveling down a certain path with your firm. If you group too many personalities into one journey, your map will not effectively reflect the experience of your clients.
List out all the touchpoints
Touchpoints are any sections of your website where clients can interact with you. Based on your study, make a list of all the touchpoints your customers and prospects are currently using, as well as those you believe they should use if there is no overlap.
Determine the aspects you want your map to display
Make a list of all the actions your clients take during their encounters with your brand. This might be anything as simple as a Google search for your keywords or clicking on an email from you. You can end up with a lengthy list of actions. That’s all right. You’ll have an opportunity to rationalize your information later.
Determine the resources you have and which you will require
Your client journey map will cover practically every aspect of your organization. All of the resources that go into developing the client experience will be highlighted. As a result, it’s critical to assess the resources you have and the ones you’ll need to improve the client’s journey.
Take the customer journey yourself
Just because you’ve finished designing your map doesn’t mean your work is finished. The most important step in the process is to analyze the results. How many people visit your website but then leave without making a purchase? How can you provide better service to your customers? These are some of the questions that your completed map should be able to answer.
If you want to be sure that your customer journey mapping is on point and will help increase sales, contact us. Our team of experts can help you build a customer journey map that takes into account everything from who your customers are to what they need at each stage of the buying process. We’ll work with you to create a customer experience that delights and engages your buyers, turning them into loyal customers for life.