The Customer Journey: What is a Customer Journey and How Do You Make One?

 

Customer Journey

The Customer Journey: What is a Customer Journey and How Do You Make One?

Running your own business can be stressful, time-consuming, and thankless. As the economy continues to shift and grow in the months following the beginning of the COVID-19 outbreak, it’s normal to want to stop and consider: What can I do better?

By Pete Romano
05:29PM Thu July 22, 2021

The Customer Journey: What is a Customer Journey and How Do You Make One?

What is a Customer Journey and How Do You Make One?

It’s no secret that running your own business can be stressful, time-consuming, and thankless. As the economy continues to shift and grow in the months following the beginning of the COVID-19 outbreak, it’s normal to want to stop and consider: What can I do better? 

Phrases like “customer journey management” and “sales pipeline” are often bantered about when dealing with your CRM. Some companies seem to master a fluid way of communicating with their clients. Others seem to flounder at every turn. 

With today’s technology and leading CRM tools, anyone can and should be able to create their own unique and successful customer journey. The trick? Knowing exactly what a customer journey is and how to make one. 

What is a Customer Journey?

A customer journey is a representation of your businesses’ touchpoints as customers interact with your brand. Whether clients interact with your business via social media, emails, websites, a brick and mortar store, or all of the above - a customer journey allows you to customize and adapt their experience to best suit both of your needs. 

Ideally, a customer journey is a carefully thought out marketing tool that allows you to target and directly sell your items to your ideal customer. By creating a strategic journey, you will gain insight into your customers, how they shop, what they want, and where you need to improve. 

Why Do You Need a Customer Journey?

The goal, for any sized business, is simple. Happy customers are repeat customers. A strategic journey will allow you to create consistent and personalized customer service across your touchpoints. 

By understanding the stages in which your customers interact with your touchpoints and brand, you can go deeper into creating the journey you want your customers to take. Understanding your clients is the key to creating scalable business, from hello to check out.

How Do I Create A Customer Journey Map?

As the representation of your customer interaction. A customer journey map is the perfect visible tool to share with all areas and team members to ensure everyone is on the same page and working towards the same goal. 

Your map should include:

  • Business goals

  • A typical buyer persona

  • How clients interact with your brand

  • All touchpoints

  • Client wants and needs

  • Client pain points

How Do I Create a Successful Customer Journey? 

Your unique customer journey will represent your clients’ needs, wants, motivations, and pain points. Consider your customers’ motivations, key events that will trigger sales, and any areas that have caused friction with customers in the past. 

Successful customer journeys have five major points in common. 

  • Target Your Ideal Customer

    • While time-consuming in the beginning, you won’t want to skip this step. Determine the similarities your best clients have. These are your profitable, lifetime clients. What makes them stand apart from the rest? Is it their industry? Age? Demographic? Once you have your ideal customer, it’s time to target other look-alikes that match the same fields. 

  • Up Your Customer Service

    • You already have the best version of your company in your mind. Look into the ideal way you want your staff to interact with clients and how it actually manifests on a day-to-day basis. Your map will reflect your dream way of creating happy clients and allow your team to continue to strive towards that goal.

  • Create Hyper Focus Customer Driven Marketing

    • By creating segmented marketing, you can get the right message to the right clients. Directly messaging clients based on product interest, persona, interests, and using all the client data at your disposal, you can guarantee your marketing lands with the best prospective clients. 

  • Use Your CRM to Track Customer Interactions

    • Segwik is intuitive enough to know where each of your individual clients are in your journey at any given time. Keep track of emails sent, track open rates, what subjects work and don’t work. Segwik can track and make a record of customer touchpoints as they happen, in real time.

  • Consider Your Client

    • The way customers interact with your business isn’t the end all, be all, in your clients’ day. Successful entrepreneurs consider everything a customer has to do outside of their walls of business. By easing pain points and client needs, you succeed in not only creating a happy client but a lifetime client.  

For further reading on Customer Journeys, read our article here:

https://segwik.com/customer-journeys-the-what-why-and-how

 


 


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