Every business wants to attract as many customers as possible who will provide good profits. To achieve this goal, you need to work in such a way that people are satisfied with your product, service, level of service, etc. Achieving the satisfaction of the modern customer is quite difficult because they have a long list of wants and expectations. They need to be explored and understood. The customer journey map helps you to do this. We will talk about this in a new blog post from Arabesco Sideral.
What is a Customer Journey Map?
A Customer Journey Map is a visualisation of the process that customers go through when interacting with your organisation. It is also a visualisation of the emotions a customer feels at different stages of their interaction with your company.
Why you need CJM
To understand customer behaviour, what they think and how they feel. This allows you to speak to them in their own language and to change your product or service not at random, but according to their needs.
To learn about the obstacles in the interaction between the customer and your company and to understand at what stages they occur. By removing them, you can reduce the number of incomplete orders.
Spend less money on acquiring new customers.
The key components of a customer journey map
A ready-made customer journey map includes all the points of contact between the customer and your company: from the first interaction to the moment when the customer has become your loyal customer.
Customer portrait. This is not part of the CJM, but it is essential to its construction. Identify who uses your services or buys your products: their demographics, interests, location, shopping preferences, etc.
The stages a customer goes through on their journey of interaction with your company.
The customer's objectives at each stage. Studying the stages of interaction, the customer's goals and the questions they ask themselves at each stage will help you see the process through their eyes and suggest how you can change your service or product to increase customer satisfaction.
Touch points with the company. You need to consider all the channels through which customers have heard about you. This could be advertising on social networks, Google searches, recommendations from friends, etc.
Touch points with the company. You need to consider all the channels through which customers have heard about you. This could be advertising on social networks, Google searches, recommendations from friends, etc.
Emotions and sentiment. To create CJM, it's important to know how the user felt at a particular moment. Ask them about their feelings, sensations, emotions. You can also gather feedback about your work on social networks and review sites. Or become a customer of your company and go through all the stages of CJM.
Barriers. Find out what prevents your customer from moving to the next stage of the buying process. For example, lack of product warranty, uninformative product cards, inconvenient order form, etc.
Solve the problem at each stage of the customer journey. Everything is clear here. If you have information about the obstacles, you can remove them and make the customer's path to purchase easier.
By creating a Customer Journey Map, you can get to know and understand your customers better, identify their issues and pain points in engaging with your organisation, address them and improve your reputation.