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Customer Journey Maps and Why They Are Important

Contributory

by | Aug 13, 2018

One of the most valuable steps which you can take to improve your interactions with customers is to draw a customer journey map. Essentially, this is designed to draw out the relationships which you have with your customers from original engagement to an eventual long-term relationship. Though this may seem simple enough, you have to remember that customers can come into contact with your business through a wide range of different methods. And you need to make all of these points of contact as friendly and welcoming as possible. So, here are the answers to a couple of key questions surrounding customer journey mapping.

What is Customer Journey Mapping?

The whole point of customer journey mapping is that it is designed to help you see your company from the point of view of your clients. Essentially, this comes from the point of view of helping to improve your overall customer experience, as well as working out how you can encourage them to make purchases. There are many benefits which are directly involved with customer journey mapping. You can highlight the development priorities of your business, as well as focusing your efforts into the areas of your business which need to be improved the most.

How Do You Make the Most of Customer Journey Mapping?

There are a number of different ways that you can make the most of your customer journey mapping. You need to think about every point which customers are likely to come into contact with your business including Facebook ads, PR work, and simply seeing your product on a shelf. It is much easier to measure online interactions as you can more directly measure where your customers are coming from, how long they are spending on your website, what their typical buying habits are like etc. There is plenty of software which can help you out with this including cloud CRM. Looking closer at your customer journeys ensure that you have a clearly defined route which takes you from research to enquiry to sale, working out what sort of obstacles exist along the way.

Is Your Customer Journey Right?

The only way that you are going to know whether your customer journey is currently right is by mapping out the journey in as much detail as possible. If you don’t take this first initial step, there are all sorts of opportunities which you could find yourself missing out on. And since the internet continues to expand in influence and importance, there are more potential touchpoints for your company than ever before. If you don’t keep up with all of these effectively, you could find yourself missing out in a big way, and your rivals could get one step ahead of you. As soon as this starts happening, you could start to find yourself in difficulties.

As you can see from the points in this blog post, customer journey mapping is highly important, and this is something which your business should be doing on a regular basis.

xoxo, Karmen K

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