The Customer Journey: Mapping Your Journey

 

Customer Journey

The Customer Journey: Mapping Your Journey

Creating your Customer Journey Map gives you a chance to visually explore how customers engage with your company. Go deeper into a customer journey map, what they are and how to create one, in our featured blog series on The Customer Journey.

By Pete Romano
03:21PM Thu September 9, 2021

The Customer Journey: Mapping Your Journey

The Customer Journey: Mapping Your Journey

A customer journey’s primary focus is customer interaction. They are the management of an entire sales pipeline.

Every step a customer goes through from prospect to lead to returning client is part of a customer journey.

A customer journey map is the visual representation of a customer journey. It will highlight touchpoints and phases.

You can update a customer journey map to reflect data from a journey already in place.

You can create a unique customer journey map while adapting to meet your customer’s expectations.

Providing a smooth customer journey begins with knowing what a customer journey map is and creating one for your business.

What is a Customer Journey Map?

A customer journey map will help you visually explore how your customers engage with your business. It’s the storyline of a customer’s engagement with your brand, product, or service. 

A smooth and effective journey map will put you in touch with customer pain points, where your company is growing, and what needs work. 

A well thought out map will improve your customer’s experience. It will outline your existing phases and sales pipelines.

You will visualize your customer’s experience and unveil any pain points you will need to address.

Gaining insight into your customers will allow you to connect with them as you simultaneously influence and ensure their satisfaction.

Why Do You Need a Customer Journey Map?

A Customer Journey Map is a powerful tool. It will help you understand your customers’ needs, concerns, and motivations.

By creating a map, you will have a better understanding of your clients while consistently serving them with the appropriate solution across all channels. 

A map focuses your attention on successfully leading clients through your sales journey and phases.

This allows you to address client pain points and minimize negative experiences, ensuring higher conversion rates and well-developed journeys.

How Do You Create A Customer Journey Map?

A map will help you begin your customer journey visualization. Before you begin:

  • Set goals

  • Conduct buyer persona research 

  • Define your customer touchpoints

  • Map the existing state of your journey and company 

  • Map the future goals of your journey and company

How Do You Create a Successful Customer Journey Map?

Creating a customer journey map is unique to your industry and business. It can take various looks and forms to get where you want and need it to be. The end goal will always be the same: locating your customers’ pain points and resolving them accordingly. 

Successful customer journey maps have five major points in common. 

  • Defined Buyer Personas

    • Create detailed buyer personas. Be specific when creating personas, or segmenting, as your personas will reflect your ideal customer.

  • Defined Customer Phases 

    • Define the major stages and goals you want customers to reach and when. Your map will highlight the different phases a customer will travel through on their journey. Be sure to consider each stage and goal a customer will go through until finally buying your product or service. 

  • Defined Touchpoints

    • Identify your available touchpoints on your map. Define how and where a customer will come into contact with them on their journey. 

  • Research

    • Look into industry map standards. What are the traditional steps, touchpoints, and duration until completion. How can you improve upon it to meet your specific needs? Be clear about your expectations, goals, and what you want to achieve as you research. 

  • Defined Friction Points and How To Resolve Them

    • Target friction and pain points as you spot them. If a customer tunes out at any phase of their journey, define what errors you made and how to correct them. Ensure you satisfy your customers through every step of their journey.

 

Further Reading: 

  • https://segwik.com/blog/customer-journey/the-customer-journey-what-is-a-customer-journey-and-how-do-you-make-one-
  • https://segwik.com/blog/customer-journey/buyer-personas

 

 


 


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