Customer Journey Map- Basic Concepts Cleared

Simplistically explained a customer journey map is a representation of how the customer feels about your product in a schematized format. A Customer Journey Map is a stepwise format where each of the touch points starting from the expectations of the product, the innovations made in the pathway, and the impacts caused are often recorded schematically. In this article, we talk about the customer journey map in detail.?

What is a customer Journey Map??

Quoting an article from Search Engine Journal “A customer journey map is a visual representation of the path customers take when interacting with your brand, from awareness to post-purchase. This path is also known as the “customer journey” or conversion funnel". In this dynamism, the goal is to outline the touch point a potential customer may have with your brand-from their first exposure via social media or an advertising campaign, through their interactions with your website, sales team, and offerings, all the way to completing the purchase and recommending your company to others.

It provides valuable insight into your targets' needs, processes, and perceptions, equipping you with a deeper understanding of what motivates them and why.

Ultimately, the customer journey map seeks to provide you with an understanding of why people are choosing your brand (and why not), so you can adapt your sales journey to each individual’s unique needs- and close more sales.?

Why Is a Customer Journey Map Important???????????????????????

The point of customer journey mapping is to give you deeper insight into your customers, so you can improve your strategy. On the surface level, it seems simple enough; you offer a product or service and your customers buy it. On the surface level, it seems simple enough; you offer a product or service and your customers buy it.

Unfortunately, it’s a lot more complex than that. Your customers are considering more than just what you’re offering. They’re also thinking (whether consciously or subconsciously) about past interactions with your brand, advertisements they have seen, recommendations from friends and acquaintances, and exchanges with members of your team.

By mapping this process out, you can not only more accurately tell the story of your brand, but you can also identify places where you’ve missed opportunities, create new touchpoints, and craft more persuasive messaging.

A customer journey map also gives you a tangible frame of reference to make visualizing the customer journey easier and serves as a resource for another member of your organization.

Your map will help you answer questions like: ?????

·????????How are customers interacting with my brand?

·????????At which stage of the buyer’s journey am I losing the most customers?

·????????Is my website’s UI/UX frustrating and driving customers away?

·????????How helpful and responsible is my customer service team?

·????????It’s important to note that customer journeys are not usually linear.

It is rare for a potential customer to follow the steps of the buying decision in exact sequence, moving neatly from problem recognition to information gathering to solution evaluation to purchase. Instead, they’re far more likely to double back, skip steps or switch channels mid-journey. This can make mapping the customer journey a challenge. But it’s not something you can ignore.

What Is Included In a Customer Journey Map?

Depending on what resources you use, you may find different ideas about what should and shouldn’t be included in a customer journey map. While yours may vary depending on your industry and need, it should always include the following information:

Information about the buying process

Your customer journey map should clearly outline significant milestones on the journey from lead to a satisfied customer. You’ll want to organize these into touch points and stages. Touchpoints represent any time a customer interacts with your brand, from hearing a commercial on the journey from lead to a satisfied customer. You’ll want to organize these into touch points and stages.

Touchpoints represent any time a customer interacts with your brand, from hearing a commercial on the radio to receiving a follow-up email after purchase.

Stages are the goals behind every touch point and can be broken down into the following: awareness, consideration, purchase, retention, and advocacy.

To develop a more thorough understanding of how customers make buying decisions, utilize surveys with existing customers. You should also look for FAQs that your customer service team regularly deals with.

Customer Actions

This means detailing how customers are reacting at each stage of the buying process. They may read online reviews, request a free trial, or speaks to friends who have previously used your company. They may read online reviews, request a free trial, or speak to friends who have previously used your company. The point of including this is to explore the various ways a customer could interact with you.

Pain Points

What emotions is your target feeling at each stage of the purchasing process? If it’s a negative emotion (e.g., frustration, anger, worry), your customer journey map should identify why they’re feeling this way. Once you’ve done this, you can implement solutions to reduce or eliminate this feeling.

Solutions

Tying in with the previous point, the final element of your map is to include potential solutions to eliminate log jams, negative emotions, and pain points, while expediting the buying process. This may require some brainstorming but is well worth it ensuring your customer are as satisfied as possible with the act of buying from you.

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