In order to gain and retain loyal customers, you have to create a seamless online experience that leaves users with a lasting positive impression of your brand. Every single touchpoint with your company plays a role in converting your customer, so each one must be faultless.
A customer journey map is a visual representation of every experience your customers have with you. It shows you the route your customers take when navigating your website, and allows you to record every touchpoint. Developing a customer journey map can optimize your digital marketing strategy, as you can understand and address your buyer’s feelings, motivations and questions.
Here’s a breakdown of what customer journey mapping is, how it can help reveal gaps or issues within your strategy, and how to get started planning your own map.
What is a customer journey map?
The purpose of a customer journey map is very simple: it helps you understand the route your customers take when buying and using your products and services. It serves to tell the story of your customer’s experience, from their initial engagement with your brand, into hopefully a long-term relationship.
By charting and organizing your customer’s touchpoints with your brand, you’ll gain a holistic view of the process they go through when using your services.
Why do I need it?
A customer journey map is a powerful tool that allows you to clearly understand your audience’s needs. Here’s why it’s so effective.
It gives you clarity
Firstly, it gives you a complete overview of where and when customers are interacting with your business. You can understand the context of your users, and gain a clear picture of their needs, hesitations and potential concerns. From there, you can tailor your online experience and work towards establishing a long-term relationship with customers, based on consistency and trust.
You can address gaps and issues
While you can reward yourself for all the fantastically positive touchpoints you have created, you will also be able to see where you are currently lacking content and losing customers. This works in your favour, so fear not! Understanding where you need to invest time and money means you can immediately develop priorities to address these. You can then take steps to improve certain aspects of your customer’s experience.
Great! How can I create my own?
Now you’re fully aware of the benefits of a customer journey map, you’re probably wondering how to get started? As you can imagine, mapping out the customer experience takes some time, but it’s definitely worth the effort.
We recommend you start out by listing all online touchpoints your company has with customers. Keep it simple, and note what message your customer is receiving at each encounter, and what platform they receive this on. Once you’ve synchronized your messages throughout your customer’s journey, you can put together your map.
Below is an example of a customer journey map from Forrester Research. However, if you fancy something a little more visual, there are many tools such as Microsoft Visio and Glizzy that turn your data into flow charts and diagrams.
We understand that customer journey mapping is a complex process! At the end of the day, each and every map is produced differently, depending on your own, personal preferences. If you need help connecting with your customer and improving touchpoints online, as a full-service marketing agency here at Cloud9 Marketing, we would be happy to help. To arrange a strategy consultancy that focuses on your consumer’s journey, you can find us here – we look forward to hearing from you!