What are the best tools and techniques to analyze your competitor's customer journey?

1 Touchpoint Mapping

The first step to analyze your competitor's customer journey is to map their touchpoints, or the interactions that they have with their customers across different channels and stages. You can use tools like SimilarWeb, SEMrush, or SpyFu to research their website traffic, keywords, ads, content, social media, and email marketing. You can also use tools like Google Alerts, Mention, or Talkwalker to monitor their online reputation, reviews, and mentions. By mapping their touchpoints, you can get a holistic view of their online presence and how they communicate with their customers.

2 Customer Segmentation

The next step to analyze your competitor's customer journey is to segment their customers into different groups based on their characteristics, behaviors, needs, and preferences. You can use tools like Facebook Audience Insights, Twitter Analytics, or Instagram Insights to get demographic, psychographic, and geographic data about their social media followers. You can also use tools like SurveyMonkey, Typeform, or Qualtrics to conduct surveys or quizzes to get feedback from their customers or prospects. By segmenting their customers, you can understand who they are targeting and how they are satisfying their needs and wants.

4 Customer Journey Analysis

The fourth step to analyze your competitor's customer journey is to analyze their customer journey, or the metrics and insights that measure their customer journey performance. You can use tools like Google Analytics, Mixpanel, or Kissmetrics to track and analyze their website conversion rates, bounce rates, retention rates, churn rates, and customer lifetime value. You can also use tools like Net Promoter Score, Customer Satisfaction Score, or Customer Effort Score to measure and benchmark their customer satisfaction, loyalty, and advocacy. By analyzing their customer journey, you can evaluate how they optimize their customer journey and identify gaps and opportunities for improvement.

5 Customer Journey Optimization

The final step to analyze your competitor's customer journey is to optimize your own customer journey, or the actions and strategies that you can implement to improve your customer journey performance. You can use tools like Google Optimize, Optimizely, or VWO to run A/B tests, multivariate tests, or personalization experiments on your website, landing pages, or emails. You can also use tools like HubSpot, Mailchimp, or ActiveCampaign to create and automate email marketing campaigns, workflows, or sequences to nurture and engage your leads and customers. By optimizing your customer journey, you can increase your conversion rates, retention rates, and customer lifetime value, and gain a competitive edge over your competitors.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?