Why you need a customer journey map
The ultimate goal of a customer journey map is to streamline the entire sales process.
You want your visitors to feel comfortable at every step of their journey with your brand. Creating an accurate map of their experience will allow you to see where you excel and where you need to work.
By observing how your customers interact with you step by step, you will find it easier to align your brand. This is the first step to structuring touchpoints that feel natural and easy for new and returning visitors. It is the right path to creating long-lasting and satisfying customer relationships.
The map helps you keep track of every general manager email lists interaction between you and your customer, which can be essential in the era of multi-channel retail.
You may not understand why your customers behave the way they do. Why do they spend so much time researching? Why do they add items to the shopping cart only to close the window shortly after? Your customer journey map could save you from losing a lot of business.
The sales funnel has changed tremendously over the past few decades. Sales are no longer a straightforward, linear process. Because there are now so many more product options, shoppers don't go from A to B. Shoppers can go back and forth or search across channels, and it's hard to understand this process without visual aid.
What is a customer journey map?
It's a visual representation of the entire process a customer follows with a company. This representation should cover all possible stages, from the moment they learn about your brand to the moment they have the product in their hands.
Some key features of a customer journey map:
It's a visual representation, built in a way that's easy for your company or team to read and understand.
It maps out the entirety of your current sales funnel, from awareness to purchase and perhaps even beyond.
It's specifically about your customers' experience with your brand.
It stems directly from your customer contact.
How a Customer Journey Map Will Help Your Brand
Making a customer journey map will help you change the way you do business. Here are the three most significant ways it can change your sales experience:
It will make inbound marketing easier. Inbound marketing is the most comprehensive way to attract customers today, focusing on content, social media, branding, and search engine optimization. By determining how your buyers interact with you, you'll be able to reach them where they are.
You'll be able to better target your audience. By knowing exactly how your visitors interact with you, you'll have a clearer idea of who they are. By observing where and how they contact you, and their pain points along the way, you can understand them and know what they need from you. When you understand your audience, it's easier to avoid targeting too broad an audience, which can be a waste of money. You'll know who to sell to, where, and how, focusing your resources on marketing to the right people, without annoying them.
Ultimately, it will help create a customer-centric mindset in your business. When you know the way your customers approach your brand, you'll be able to serve them better. You can set your sales and marketing goals based on their wants and needs, not the other way around. Every member of your team should have the customer journey map at their disposal, to build empathy. The buyer's plight will be on everyone's mind.
Build the Map
Now that you've decided to ride the customer journey map wave, here are some tips:
