Customer journey mapping is a visual representation of customer journey in interacting with your company/brand across all touchpoints. It can help identify and optimize customer experience by understanding customer needs, wants and expectations at each stage of their journey. It allows businesses to fill the shoes of the customer and understand their interaction with your brand.
Customer journey mapping can help business to:
1. Identify customer needs and wants at each stage of their journey
2. Understand customer expectations and how they were met/not met
3. Identify any pain points or areas for improvement in the customer experience
4. Optimize customer experience by understanding what drives customer behavior and motivation.
All consumer journey maps should include all possible touchpoints and the experiences at each touch point. Touchpoints can be anything that a customer interacts with, such as, websites, social media, retail, in-store purchases, etc. Knowing how consumers experience your brand is crucial to making necessary changes to retain and improve your business.
Why is Customer Journey Mapping important?
Customer journey mapping helps businesses gain insights into their customers’ behavior and preferences, allowing them to tailor their services and products to meet those needs. It also helps companies identify potential problems or opportunities in the customer experience that can be addressed through targeted marketing efforts.
How do you create a Customer Journey Map?
To create a customer journey map, start by gathering data on your customers’ interactions with your business—including how they find out about your company, what steps they take when engaging with you, and how satisfied they are with the experience. Then use this information to create a visual representation of the customer journey that includes key touchpoints along the way.
Fun Fact:
"According to a study by the CMO Council, 82% of companies that have implemented customer journey mapping reported an increase in customer satisfaction and loyalty." (CMO Council, 2017)