What Is the Customer Journey?
When we talk about a “customer journey,” we’re talking about the way in which you map out the various scenarios in which your customers use your existing data. Many smart business owners create what is known as “customer journey templates.” Of course, this idea might seem crazy to you, as how could you possibly know what customers plan to do when they enter your website or step foot in your storefront.
The beauty is of creating a customer journey is that all it takes is a simple marketing tool to do so. Having one in your marketing plan can fuel the strategies for your business or organization.
As technology continues changing and new ways of buying products and services online present themselves, it is very important that you start trying to anticipate how your customers might react during each step of the journey. Otherwise, you may get stuck in yesterday’s expectations and stop yourself from moving forward as a business.
Creating a Customer Journey Map
A customer journey map can be used to analyze customer behavior, helping an organization to understand how their customers move throughout the sales process. A great journey map can even help you see how your customers feel throughout the process.
With the customer journey map approach in place, you can:
Stay focused on your customers when making decisions
Enhance the buying experience while creating more potential leads
Remember, it’s all about your customers. Your marketing game might be on point, though if you don’t have happy customers, you can’t expect to move forward.
To create your customer journey map, you’ll need to look at your business from the perspective of the customer by using analytical research and anecdotal research.
Analytical research makes use of your website analytics to tell you where your customers end up on your website, how long they stay there, what they do while they are there, and when they decide to leave. Anecdotal research, on the other hand, helps you find out what your customers are thinking about. Using social media or having your customers fill out surveys is a great way to gather anecdotal research data.
Creating a customer journey is crucial for the future of your business. If you have any questions about how you can create the perfect journey for your business, make sure to get in touch with us here. As always, make sure to sign up for our subscription newsletter using the box above to continue receiving helpful blog content!
