The Importance of Customer Journey Mapping

What Is A Customer Journey?

A customer journey is a powerful method for businesses to determine what the customer experience is, what their needs could be, and there to teach organizations about their customer’s behaviour patterns. It is a story that is used to describe the phases of what a customer experiences when they first come across your business platform, and the results.

They focus on two aspects, which are the persona and the experience. Customer journey mapping is an essential tool for your business, as it can give managers information about a customer’s experience, keep using it to improve their businesses to successfully meet customers’ The map is usually in a form of an infographic. It helps the business focus on the customer’s priorities, and what they look for in your business. There are different stages to this process, showing the different stages of what your customer goes through in their journey. It also identifies the important interactions that the customer has with the business, and the relationships they have with it. From this, the customer’s feelings, expectations, motivations and the questions they might have to get identified through this process.

Understand Your Audience

One should be aware that a customer’s experience, feelings, and goals continuously change over time, from different factors. The customer journey happens in different stages, which is usually shown on a map. The stages are initial contact, engagement process, and eventually leading to a customer developing a long-term relationship with a product, service or business.

If one is a designer, this information can help them understand the context of the customer, and what they are trying to achieve with your organization. It will show how the organization thinks, and show the changes that have occurred in consumer behaviour through social media, mobile devices, and the internet. It also shows how one’s organization will adapt to these every changing technological innovations.

Learn More About Your Audience

In order to start your customer journey map, one should get to know your consumers, by gathering research. You can use this to determine the relevance of the information you found to your organization, and what it already has. The research is usually conducted in two ways, which are analytical and anecdotal.

Analytical research provided information on where your consumers come from, and what they want out of your organization. Social media is a useful source for this, as they have analytical tools that can help you with the research.

Anecdotal research focuses on collecting anecdotes for user experiences, gathered through interviews that can be done on social media, or speaking to staff that interacts with customers on a daily basis. A good example would be speaking to the sales staff to get customer information. Make sure you try not to make assumptions about the customer, as it can be risky since you could be either right or wrong.

Presenting Your Customer Journey Map

As for presenting your customer journey map, is it usually in a form of an infographic, and there is no right or wrong way to present it, as long as the information is clear. It is a good idea to put it in a timeline format, as it can show the different steps of a consumer’s experience, and can be more effective in delivering the message. The main goal is to ensure that the consumer’s experience is delivered effectively, easy to understand and attention-grabbing. It should also contain the statistical and anecdotal evidence gathered prior, emphasizing the customer’s needs and questions of the organization.

Do not hesitate to contact us at info@comm2po.com if you need help to determine what your customers are doing on your site!