{"id":6742,"date":"2020-06-14T05:39:39","date_gmt":"2020-06-14T05:39:39","guid":{"rendered":"https:\/\/www.revuze.it\/?p=6742"},"modified":"2020-06-14T05:39:39","modified_gmt":"2020-06-14T05:39:39","slug":"customer-journey-map","status":"publish","type":"post","link":"https:\/\/www.revuze.it\/blog\/customer-journey-map\/","title":{"rendered":"Customer Journey Map: A Road to Improve Customer Experience & Higher Conversion Rates"},"content":{"rendered":"\n
Businesses have to face an uphill battle to convince their potential customers to try their products. <\/p>\n\n\n\n
Wouldn’t it be easy to convince a customer if you know what exactly your customers are thinking when they are planning to buy a product similar to yours? <\/p>\n\n\n\n
Today’s customer uses an array of channels to look for solutions to their problems. Your business should be present on every platform where your potential customers might search for products or services you offer. <\/p>\n\n\n\n
The customer journey consists of different touchpoints. You need to understand these touchpoints and make it easier for your prospects to notice your brand and convince them to start doing business with you. <\/p>\n\n\n\n
What is a Customer Journey Map?<\/strong><\/p>\n\n\n\n The customer journey map is a visual representation of the path that the prospects take to become your customers. It represents the entire customer journey consisting of steps, pain-points, needs, hesitations, and the different emotional states that the customers go through at every point of interaction with your brand.<\/p>\n\n\n\n Customer journey mapping is all about peeping into your customer’s minds and convincing them to make a purchasing decision. It helps you to look at your business from the customer’s point of view<\/a>. Hence, you can figure out the expectations, needs, and trouble your customers have to face during the journey. You can’t do that unless you know the exact path your customers are taking to interact with your business at different stages of the customer journey.<\/p>\n\n\n\n Understanding the buying process of consumers isn’t enough. You need to represent the process in a format, preferably in an excel sheet that everyone can easily understand, which is what we call the customer journey map. <\/p>\n\n\n\n Let’s create a demo customer journey map to understand this process in a more natural way. <\/p>\n\n\n\n Step 1- Find Your Target Customer Persona<\/strong><\/p>\n\n\n\n Before thinking of building a map, you need to be clear about who your customers are. As you might be dealing with multiple services or products, it is better to check multiple buyers’ behavior. The reason is every buyer responds differently at different stages of the journey. <\/p>\n\n\n\n Once you know this, it will be easier for you to set a direction for your map, specify your goals, and determine who you are building this map for. <\/p>\n\n\n\n We will discuss how to prepare a buyer persona in detail in the coming sections.<\/p>\n\n\n\n Step 2- Find What is in The Mind of Your Customers<\/strong><\/p>\n\n\n\n Every customer thinks, feels, and acts differently. The next step is to know what their expectations are at the end of each phase during the journey. <\/p>\n\n\n\n You can determine it in several ways, like reaching out and getting their feedback. You can even use customer analytics tools for this task.<\/p>\n\n\n\n During the research, you can now spot different types of customer personas. But, it is advisable to pick only 1-2 types of personas to avoid confusion. Also, you have to focus on only those who take a specific path across the journey, which will help you to know the customer’s experiences accurately. <\/p>\n\n\n\n Step 3- Finding The Touchpoints <\/strong><\/p>\n\n\n\n Touchpoints are the moments when customers are in touch with your brand. It could be while searching for information in the search engines while browsing the social media, while attending a webinar or while interacting with your customer support team. <\/p>\n\n\n\n Now, many of those touchpoints are worth looking at. They provide you with the opportunity to understand your customers. Fewer touchpoints may indicate your brand is not visible enough to reach the customers on every channel. <\/p>\n\n\n\n One of the best ways to learn about these touchpoints is by using Google Analytics. It has two useful reports to consider.<\/p>\n\n\n\n 1- Behavior flow report<\/p>\n\n\n\n 2- Goal flow report<\/p>\n\n\n\n Both these reports give you a deep understanding of the path the customers take to visit your website and their associated behavior.<\/p>\n\n\n\n We will discuss this in more detail in the coming sections.<\/p>\n\n\n\n Step 4- Recognize The Roadblocks<\/strong><\/p>\n\n\n\n You now have all the data to identify the obstacles or roadblocks that hinder your customer’s journey. Analyze the data and list down those obstacles. <\/p>\n\n\n\n Point those phases where customers are more frequently leaving the site. Considering the stage, prepare a list of actions that you need to take to minimize the bounce back. <\/p>\n\n\n\n Step 5- Find Out A Solution<\/strong><\/p>\n\n\n\n When you know the exact points where things are not falling right, your next step is to find the correction techniques. Here, you need to keep one thing in mind that your ultimate goal is not correcting every single hindrance but to pull the customer through the funnel. Therefore, look at your goal first and pick the roadblocks accordingly. <\/p>\n\n\n\n Once you are ready with your set of corrections to be made, start the process of making changes to the phases. After adjustments, review it to ensure that the issues with the customers are addressed at that point. <\/p>\n\n\n\n Besides, it would be best if you keep updating and improving your customer journey map from time to time, as the customer needs are changing every moment.<\/p>\n\n\n\n Customer Journey Mapping Templates<\/strong><\/p>\n\n\n\n Here are two primary examples of customer journey maps you must have a look at. <\/p>\n\n\n\n 1- The Classic Buyer Journey Template<\/strong><\/p>\n\n\n\n