What Is Customer Journey Mapping?
A customer journey map is a diagram or several diagrams where it shows every interaction of customers towards the company, from the initial contact to after-sales follow up. Customer Journey Mapping is a flexible strategy. It allows marketers to use different tools and graphic representations to demonstrate the entire customer journey. It begins from the point of sale of a specific brand or business, a product or a service to the point of sale.
This tool has increased its popularity in business as the number of touchpoints that a customer may encounter throughout the buying journey has developed. It only means that marketers should work harder to deliver a consistent experience across a variety of platforms and touchpoints.
How Important Is It?
Customer Journey Mapping is a way to visualize customer experiences. It allows brands to completely understand how customers think and how would they react in a specific touchpoint of the customer journey.
Through mapping, it allows companies to determine the customer issues across the various areas of your website or friction points that makes your potential customers hesitate from moving forward to your sales funnel. Once these points are identified, it is now easier for your company or business to address the issues.
Through the ability to visualize your customer’s journey, it can help you improve your strategies. It makes sure that your business or company’s goals are in line with your customer’s goals. This is very useful in almost every department of your company. Below are the top three areas that have a direct effect on Customer Journey Mapping.
For A Marketer
Making it more specific to provide a solution that offers value for your customer to each of the touchpoints on the map will help you analyze and understand the pain points of your potential customers and address each immediately. It can provide you valuable insights about the customer experience as they push through your sales and marketing funnel.
As a marketer, it helps your marketing team to prioritize and focus on answers that are important to your customers. It puts your customers at the focus of your attention to all of your digital marketing efforts. It provides you a definite plan to put an emphasis on the feelings, issues, needs and on the things that your customers value the most.
For A Copywriter
The customer journey map will show you the possible questions that your customers have and how do they feel about it. It will properly guide you in providing your target audience with the content relevant to their needs.
For A Manager
As a manager, you need to make sure that you understand how customers go through the sales funnel. Customer journey mapping can provide you a summary of your client’s experiences. It helps you to identify key opportunities; weaknesses, gaps, and inefficiencies you need to address; and provide you insights on how to improve the process and customer experience. It also enables you to bring together your team. You can let them focus on one important goal, which is to provide your customers with an excellent user experience.
It helps you to manage your team and logistical needs. This allows your business to expand in the right way. Which is in accordance with the current and future needs of your targeted audiences.