A customer journey is a process of understanding your users — how they behave when they visit your website and how you can improve their experience.
It considers the complete roadmap of a customer’s interaction with your brand, from brand discovery to purchasing and beyond.
It also records the experience of the customer’s interaction with your brand.
Thus, customer journey mapping ensures that you stay focused on improving your customer’s experience with your brand and helps you streamline each step of the buying experience for potential leads.
Keeping your customers satisfied is the key to the success of your business.
Let’s take a closer look at various stages that make up a complete customer journey.
This stage involves creating awareness about your brand and your products/services so that your target audience can easily find you. It could be through blogs, word-of-marketing, social media, and others.
This is the stage where customers begin to look for other similar products or services. During this phase, brands focus on the promotion, intending to convince potential buyers to include you in the list of available options.
In the conversion stage, brands prompt their visitors to take a particular action. They use a call-to-action button to encourage customers to download an ebook, subscribe to newsletters, or make a purchase.
An existing customer brings an organization more revenue and costs way less than acquiring a new customer. Retention includes keeping your customers happy by offering discounts, coupons, or free shipping, and turning your loyal customers into your brand advocates.
71% of buyers are more likely to buy after reading a recommendation online. Besides, word-of-mouth plays a significant role in influencing people to buy from a particular brand. Encourage your customers to share reviews online and reach out to influencers to advocate your brand.
There are various steps involved in creating a customer journey map.
Define your ideal buyer’s persona before customer journey mapping.
Understand your audience expectation — send out online surveys to all customers and organize one-on-one interviews or focus groups.
Based on the result, develop a plan to meet your customer’s expectations.
Map all interaction touchpoints every time a customer visits your website or contacts your salesperson.
Asking questions like which web page has the highest bounce rate, at which stage customers face the most problems, and more can help you define the process of mapping custom journeys.