Question. What is your brand portraying to others? How do others view your content? And most importantly, what are customers or potential customers getting out of it?
You may think you know the answers to this, but you’re really just guessing, admit it.
If you want to know the answer to these questions, portray the message you want the customer to see and THEN create the experience. It’s easier said than done, but with the help of customer journey mapping, it’s possible. You can do it, we know you can.
Let’s first define what a customer journey map is: a customer journey map is a visual representation of the flow or journey from beginning to end which the customer goes through to achieve a goal within your company. A customer journey map helps you take the time to understand your customer. By seeing the customer’s perspective, your business is able to improve a customer’s experience and understand what they are seeking. This allows you to build stronger customer relationships, and therefore gain more clients.
Using data, customer journey mapping allows you to know––not assume––what your customer perceives from your business. Below is a brief overview of the customer journey mapping process.
Customer Journey Mapping Steps:
First, set goals for what you want to accomplish through customer journey mapping.
After knowing your goals, you’ll want to define your persona from pre-existing data and interacting with customers. You need to discuss and write down the customer’s goals, their actions, and thought process. Drill down and really find out what are the customer’s pain points?
Define and describe touchpoints. This is every way a customer interacts and connects with your company. How did the customer find your business, was it through a Facebook advertisement or Google search? Are your customers satisfied with all of these ways of communication?
Map out the data and prioritize touchpoints. Where can you update and revise these strategies?
Review and revolve. Once you learn these and know what you want to improve, it’s time to make those necessary changes and implement them into your marketing techniques. Write down a list of this information and where you will need to pivot or rethink a strategy. This will enable you to plan and design a new experience for the customer using a new thought process with new resources, strategies, and other various elements. Your customer journey map should be consistently evolving to keep up with your company and clients.
There are many customer journey map templates that will kickstart this process for you. A customer journey map can help you maximize success by better understanding the customer, gaining new customers, and achieve your customer’s end goal by creating effective connections throughout the customer’s journey with your business. It will allow you to know where to focus more of your time and energy and which parts of your business are solidified and portraying the accurate message to potential and current clients.
In the end, customer journey mapping will benefit both the client and your business but needs to be continuously looked at and revised. The potential client will be more at ease while seamlessly navigating your website, social channels, and other touchpoints of communication.
Next Steps:
Setting up your sales funnels. Keep a lookout for the next Leverage Digital Design post.
Leveraging your brand to the next level of digital success. Leverage us. We’re here to help.