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How can customer journey mapping help you get more referrals?

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Customer journey mapping is a powerful tool for understanding and improving your customer experience. It helps you visualize how your customers interact with your brand, from awareness to loyalty, and identify their needs, pain points, and opportunities. But did you know that customer journey mapping can also help you get more referrals? Referrals are one of the most effective ways to attract new customers and increase your revenue, as they come from trusted sources and have higher conversion rates. In this article, you will learn how customer journey mapping can help you get more referrals by enhancing your customer satisfaction, loyalty, and advocacy.

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Nadia Mojahed

Delivering Results Through Digital Marketing & SEO Expert Geeks, Ambassador @Google's Women Techmakers, #SEO&WEB…

1 What is customer journey mapping?

Customer journey mapping is the process of creating a visual representation of your customer's journey with your brand. It shows the steps they take, the channels they use, the emotions they feel, and the touchpoints they encounter along the way. A customer journey map can help you understand your customer's perspective, expectations, and feedback, and align your strategy, processes, and resources with their needs. Customer journey mapping can also help you measure and improve your customer satisfaction, retention, and loyalty, which are essential for getting more referrals.

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Nadia Mojahed

Delivering Results Through Digital Marketing & SEO Expert Geeks, Ambassador @Google's Women Techmakers, #SEO&WEB Workshop Host #WDS Geneva Chapter Lead, #Top Woman in Tech in Switzerland for 2022
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Customer journey mapping significantly impacts customer communication, product development, and SEO strategies. By segmenting customer profiles and understanding their buying motivations, pain points, and sought-after solutions, brands can more effectively attract and retain loyal customers. For major brands catering to returning customers seeking updates and support, mapping the customer journey is vital. This process aids in structuring website content and design to guide customers through various journey stages. It serves as a tool to educate customers, optimizing their experience with the brand's products or services.

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Mohamed Nashaat

Customer Services Consultant | Telecommunications & Healthcare Operations Expert | Customer Experience Excellence Guru l CPHQ, TOT, Six Sigma White Belt, PMP Certified l MBA Holder l DBA In Process
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in my opinion You can also use customer journey mapping to segment your customers based on their behavior, preferences, and needs, and tailor your communication and offers to them accordingly. By doing so, you can increase your customer loyalty and advocacy, and generate more referrals and word-of-mouth.

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Nadine Sch?nwald

??Vorstand UnternehmensForum I Speakerin I Head of Sales Support I Führung mit Behinderung
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Customer Journey Mapping ist essenziell für jedes Unternehmen. Diese visuelle Darstellung erm?glicht Einblicke in Kundeninteraktionen, Emotionen und Bedürfnisse. Die Fokussierung auf Perspektive, Erwartungen und Feedback erm?glicht eine flexible Anpassung an sich ?ndernde Kundenbedürfnisse. Die Integration dieser Erkenntnisse in Strategie und Prozesse verbessert nachhaltig Kundenzufriedenheit und -bindung. Messbarkeit macht Customer Journey Mapping nicht nur zu einem diagnostischen Tool, sondern auch zu einem Instrument für den Erfolg von Anpassungen. Positive Kundenerlebnisse f?rdern Mundpropaganda und tragen entscheidend zum Unternehmenswachstum bei.

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2 How to create a customer journey map?

Creating a customer journey map requires you to define your goal and scope, research your customers, map the stages and touchpoints, add the emotions and feedback, and identify the gaps and opportunities. To do so, you must consider what you want to achieve with your map, who your target customers are, what their demographics, behaviors, preferences, and motivations are, what their pain points and goals are, what actions they take at each stage of the journey, and how they move from one stage to another. Additionally, you should consider how customers feel at each stage and touchpoint, their positive and negative emotions, their feedback and suggestions, as well as any gaps or inconsistencies in the customer experience that can be addressed.

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Nadine Sch?nwald

??Vorstand UnternehmensForum I Speakerin I Head of Sales Support I Führung mit Behinderung
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Das Erstellen einer Customer Journey Map erfordert Klarheit über Ziele und Kundenrecherche. Berücksichtigen Sie nicht nur demografische Merkmale, sondern auch Verhaltensweisen und Motivationen Ihrer Zielkunden. Durch das Hinzufügen von Emotionen und Feedback wird die Map lebendig. Identifizieren Sie Lücken und Chancen für kontinuierliche Verbesserungen. Denken Sie daran, die Customer Journey Map regelm??ig zu aktualisieren, um sich ?ndernden Kundenbedürfnissen gerecht zu werden.

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3 How to use customer journey mapping to get more referrals?

Customer journey mapping can help you get more referrals by enhancing your customer satisfaction, loyalty, and advocacy. To do this, you need to improve your customer experience by understanding their journey and eliminating any friction points. Additionally, it’s important to build long-term relationships by creating personalized and relevant communication, offering rewards and incentives, and providing proactive support. Finally, you should encourage word-of-mouth by asking for feedback and testimonials, creating referral programs and campaigns, and sharing user-generated content. All of these steps will increase customer satisfaction, loyalty, and advocacy – which are essential for getting referrals.

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Ajay Gupta

Business | Communication | Startups
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Mapping a customer's journey can help in understanding the friction areas as well as probability of high customer satisfaction during the journey. For example - after a great meal a customer is expected to be very happy or after receiving the bill for a car service customer may not be very excited. Referrals are all about moods. Identify when your customer would be in the right mood to give you a referral.

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Nadine Sch?nwald

??Vorstand UnternehmensForum I Speakerin I Head of Sales Support I Führung mit Behinderung
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Customer Journey Mapping optimiert Empfehlungen, indem es die Kundenzufriedenheit steigert: 1. Reibungsloses Kundenerlebnis: Beseitigen Sie Touchpoint-Hindernisse für positive Empfehlungen. 2. Langfristige Beziehungen aufbauen: Personalisierte Kommunikation und Belohnungen f?rdern Kundentreue. 3. Mundpropaganda anregen: Feedback einholen, Anreize für Empfehlungen schaffen und nutzergenerierte Inhalte teilen. Diese Schritte steigern nicht nur die Kundenzufriedenheit, sondern auch die Empfehlungsbereitschaft.

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4 What are the benefits of getting more referrals?

Getting more referrals can bring you many advantages, such as cutting down on marketing and sales costs, increasing conversion rates, boosting customer lifetime value, and improving brand awareness and reputation. Referrals come from reliable sources with higher intent and interest in your brand and products, leading to more loyal, satisfied customers with lower churn rates. Additionally, referrals can expose your brand and products to new audiences, as well as create positive word-of-mouth and social proof.

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Nadia Mojahed

Delivering Results Through Digital Marketing & SEO Expert Geeks, Ambassador @Google's Women Techmakers, #SEO&WEB Workshop Host #WDS Geneva Chapter Lead, #Top Woman in Tech in Switzerland for 2022
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Referrals play a pivotal role in a website's SEO performance. They essentially represent a form of digital PR. When a referral mentions your website without including a direct link, it contributes to what we term as social signals. Conversely, when a mention includes a link to your website, it forms what's known as a backlink. These backlinks and social signals significantly influence your search engine rankings, website authority, and exposure to a broader niche audience, especially when they come from reputable and contextually relevant sources. While referrals can naturally occur, successful brands often develop strategic approaches to actively acquire them. In SEO we work on it through content marketing and organic backlink building.

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Nadine Sch?nwald

??Vorstand UnternehmensForum I Speakerin I Head of Sales Support I Führung mit Behinderung
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Mehr Empfehlungen bedeuten: Kosteneffizienz: Geringere Marketingkosten, da Empfehlungen oft ohne direkte Werbeausgaben kommen. H?here Konversionsraten: Empfehlungen kommen von Interessenten, was zu h?heren Konversionsraten führt. Verbesserter Customer Lifetime Value: Empfohlene Kunden sind loyaler und haben einen h?heren Customer Lifetime Value. St?rkere Markenbekanntheit und Ruf: Positive Mundpropaganda st?rkt die Markenwahrnehmung und den Ruf. Einführung bei neuen Zielgruppen: Empfehlungen stellen Ihre Marke einem neuen Publikum vor. Empfehlungen bieten nicht nur kurzfristige Vorteile, sondern auch langfristige positive Auswirkungen auf Ihr Unternehmen.

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5 What are the challenges of customer journey mapping and getting referrals?

Customer journey mapping and getting referrals are not easy tasks and require some challenges, such as data collection and analysis. To create an accurate customer journey map, you need to collect data from multiple sources and channels, segment your customers, and create personas. To get more referrals, you need to align your strategy, processes, and resources with customer needs and expectations. Additionally, you should monitor and measure customer experience and satisfaction, optimize the customer journey, engage customers to share their experiences, provide incentives for referrals, and give customers tools to make it easy to refer others.

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Nadine Sch?nwald

??Vorstand UnternehmensForum I Speakerin I Head of Sales Support I Führung mit Behinderung
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Folgende Ma?nahmen k?nnen umgesetzt werden: 1. Datenerfassung und -analyse: Investieren Sie in effiziente Tools und nutzen Sie Kundenbefragungen für genaue Personas. 2. Kundenorientierte Ausrichtung: Etablieren Sie eine Kundenzentriertheit im Unternehmen und passen Sie interne Prozesse kontinuierlich an Kundenbedürfnisse an. 3. Monitoring und Optimierung: Implementieren Sie regelm??iges Monitoring und seien Sie agil in der Anpassung basierend auf Echtzeitdaten und Kundenfeedback. 4. Anreize für Empfehlungen: Entwickeln Sie Anreize wie exklusive Angebote oder Goodies, um Kunden zur Weiterempfehlung zu motivieren. 5. Bereitstellung von Tools: Vereinfachen Sie das Teilen von Empfehlungen durch benutzerfreundliche Plattformen und Tools.

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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?

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Customer Relationship Management (CRM)

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How can customer journey mapping help you get more referrals?

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6

1 What is customer journey mapping?

2 How to create a customer journey map?

3 How to use customer journey mapping to get more referrals?

4 What are the benefits of getting more referrals?

5 What are the challenges of customer journey mapping and getting referrals?

6 Here’s what else to consider

Customer Relationship Management (CRM)

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How can customer journey mapping help you get more referrals?

1

2

3

4

5

6

1 What is customer journey mapping?

2 How to create a customer journey map?

3 How to use customer journey mapping to get more referrals?

4 What are the benefits of getting more referrals?

5 What are the challenges of customer journey mapping and getting referrals?

6 Here’s what else to consider

Customer Relationship Management (CRM)

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