How Do You Create an Effective Journey Map for Your Customers?
Customers have a lot in mind when they land on a website to purchase a product or service. Some expect to find the product they have in mind instantly, while others conduct thorough research before they purchase a product. Well, that’s not all. Some end up being fickle-minded and land with no product at all. Here is how to create an effective journey map for your customers.
Landing in the “no product at all” category makes it all the more crucial for marketers to study different customer-mindsets in-depth and learn how to create your customer’s persona .
That’s why experts recommend studying situations from the customer’s point of view; to anticipate what will be their next course of action. Only then can a marketer get answers to the following questions:
What is the root intent when one is looking for a solution to a problem ?
Why did the customer choose your competitor over you?
How did they feel for the first time after using a product?
It will allow you to create a message that instantly captures attention, and finally work upon creating a customer journey map. But besides answering these questions, you need to follow the steps below to create a journey map successfully.
Understanding Your Customers
Do you come up with a lot of questions when trying to understand your customers?
“What encourages my customers to buy the product?”
“Why do they hesitate about purchasing our product?”
“What concerns do customers have when thinking of purchasing the product?”
Well, these questions arise when you do not understand your customer’s personality as their journey begins with your brand.
But to know this, to answer your “how to create a customer journey map” question, you need to understand them in the first place. And once you know them well, mapping the customer journey also becomes simpler.
In this section, we’ll help you to understand your customers in four easy-to-follow steps. So, let’s deep dive now!
Step #1: Gather Key Data
Did you know that 68% of customers prefer version A to version B?
But you’d only know this if you understand who your customers are.
So, to understand customers, you need to gather crucial data about them. For this, use channels like:
Landing page performance data.
Customer support tickets received via help desk software.
Incoming customer support chats .
CRM data such as customer’s name, email address, products or services purchased so far, and so on.
Search history of the knowledge base repository.
Customer behavior data via an analytics tool.
Current social media activities.
Such data allows your business to answer the questions mentioned above and, from there, help you customize and create a customer journey map.
Step #2: Speak With Colleagues
Another way to know...