HomeBusiness PointCustomer Journey Map: The...

Customer Journey Map: The key to Understanding Your Customer

What is the driving force and engine of the commerce universe? The customer. It has always been and will be the person who buys the goods and services. All the companies are competing against each other to win the attention of people and turn them into clients. 

Obviously, all businesses focus their attention on the target group and try to optimize their client’s approaches. Thousands of new departments are created to learn the interests, hobbies, buyers’ emotional experiences, online activities, etc, and make their way toward the customer’s heart and brain. However, it cannot be possible without understanding the customer’s experience. One of the most efficient ways to lead the person from the starting point of being a regular reader toward the final point of making a purchase and becoming a loyal client is to create a customer journey map.

create a customer journey map

What are the Benefits of the Customer Journey Map?

  • The vision of the complete customer-product interaction. 
  • Unity of cross-functional teams – marketing, sales, development department, etc.
  • Better communication with the target audience, as the team understands better what the customer feels (higher level of client-related empathy).
  • 360° vision of the situation – from the business and customer perspective.
  • Defining and optimizing the touchpoints.

Basically, business sees its strategy through a marketing funnel, while the customer journey map shows the customer’s side – who they feel and behaves during the whole process. 

The main Points of the Customer Road Map. 

1. Setting the goal

Without the goal, all the efforts and strategies will be wasted. A clear vision of the final buyer is what defines the touchpoints of the map. The persona is an imaginary customer with a specific set of psychological and demographic features. Having this image in mind, the team of specialists can decide on every aspect and touchpoint of the customer’s experience. 

2. Target customer (persona) research

The research aims to define as many details as possible about the customer. Typically it can be done through various techniques like:

  • Questionnaires
  • Web analytics
  • Client’s feedback and reviews
  • Social media discussions about the company
  • Net Promoter Score data
  • Communication with people from the company who have direct contact with the customer

All the bits and pieces will help to create a client’s vision of the brand and company overall, and attitude towards service or goods. 

3. Defining the touchpoints

The touchpoints give you a clear vision of all the interactions with the web the user performs regarding the brand – paid aids, visiting the website, social media cooperation, email marketing, and third-party mentions and reviews. 

All the actions must be analyzed, whether they are positive or negative. If the person stays on your web premises longer than expected – it is too complicated or maybe they got interested in something else as well. If the person quickly leaves – not enough information or everything is clear and easy, or just disinterest in the product. Such questions help to define all the facets of the user’s experience.


4. The emotions and roadblocks

Everything the customers perform is driven by their emotions. All the purchases are stimulated by the needs or problems. Hence, it’s crucial to provide the right and planned content at the right time, which will help to lead the customer along the way. 

It’s also important to define the issues and roadblocks that could occur along the way and make the customer abandon the idea of making a purchase. Typically it’s connected with the cost of the goods and delivery fee. Therefore, anticipating such issues, it’s important to mitigate them, offering the client some bonuses or proving that such a price is a fair deal for such quality. 

5. Resources

In order to turn a casual reader into a buyer, it’s also important to define the tools that are going to be used to improve the communication between the customer and the team. 

The company will not be able to satisfy the customer’s demand lacking the inventory. Thus it’s crucial to plan every stage carefully and invest in all the tools. 

6. Test drive

The customer shouldn’t be the first person to go through all the touchpoints. The team of creators and their focus group need to try everything themselves first and define all the possible pitfalls. Every single detail of the map must be tried and tested as the hypothetical vision is often quite different from the real perception. 

After performing the test usage, it’s important to analyze all the feedback and make the proper changes. It can be connected with various issues, like images, the length of the text or the text itself, the layout of the website, the logic of the chain of activities, etc. 

Mapping a customer’s experience is a constant process. It can’t be defined once and for all time, under the influence of competitors. Life around events, time, and the client’s needs and emotions change, directly influencing their interaction with business. That’s why it’s important to show outstanding flexibility, review the changes weekly and monthly, making necessary correlations. 

A customer road map helps businesses to be in customers’ shoes and see the whole purchase process from their perspective, as oftentimes, the vision of a product owner differs from the real one. It gives a chance to organize a better customer experience while interacting with your company and, thus, create the basis of loyal and satisfied clients. 

Most Popular

More from Author

The Impact Of Technology PR Jobs In NYC

With its diverse businesses, New York City (NYC) has long been...

17 Online Jobs That Pay Hourly Freelancers

Are you considering an online job for an extra income stream?...

Predictive Analytics: Benefits for E-Commerce Platform

Imagine an AI-based tool that predicts your customers' desires, foresees what...

Easy Guide On How to Shop Online at Jebek Shop

Online purchasing has become customary, and firms all over the world...

Read Now

Why Online Reputation Management Matters for Small Businesses?

Every small and large business nowadays demands an online reputation, which is crucial. Small businesses work hard to provide valuable and high-quality products to their audience and provide the right information to them. Most consumers now rely on the internet to search, explore, and make wise purchasing...

Investment Property in Portugal: Should You Buy Now?

The process of purchasing investment real estate in Portugal - the possibility of obtaining citizenship in the country. Qualified real estate agents painstakingly select real estate according to individual parameters. It is necessary to turn exclusively to professionals with experience in the real estate market of Portugal,...

Concrete Metal Formwork: Its Role in Creating Durable Structures

Formwork is critical for ensuring concrete cures properly in its intended form. There are many types of concrete formwork available, and each one holds a purpose. Learning about the different kinds is essential for those in the concrete construction industry. Concrete Metal Formwork Is Essential in the Construction...

What is Greenwashing? 8 Ways to Avoid it in 2023

What is greenwashing? Greenwashing is a deceptive marketing tactic used by companies to make their products appear more environmentally friendly than they really are. According to TerraChoice, a consulting firm specializing in environmental claims, more than 95% of products claiming to be "green" or "eco-friendly" are guilty...

When Is It Time To Hire A Marketing Agency: Top Signs

When is it time to hire a marketing agency? How do you know when it's time to stop being overwhelmed by the number of marketing channels and focus on just a few? And how do you know what to focus on if you're just starting out? This...

10 Features to Look for in an Applicant Management Software

Discover the 10 essential features to transform your applicant management process. From seamless resume parsing to collaborative hiring and data-driven decision-making, find the perfect software solution to streamline your recruitment and attract top talent. In today's competitive job market, finding and hiring top talent is a priority for...

The Importance of Current Affairs for Exam Preparation in 2023

Students need to stay updated with current affairs to excel in their exam preparations in the fast-paced world. Whether it's a school exam, a university entrance test, or a competitive examination, having access to the current affairs 2023 pdf is crucial. This article will explore why keeping...

11 Must-Have Marketing Campaign Plan Timelines For Business

A well-planned and executed marketing campaign can make all the difference in the success of any business. To achieve success, businesses need to have a clear and concise marketing campaign plan, which includes a timeline. However, with so many different marketing channels and tactics available, it can...

Tips for Finding Affordable Small Business Insurance

Many small businesses want to get insurance, but they are worried about the costs. However, insurance is so important in such a wide array of ways that you cannot afford to be without it. Therefore, finding affordable small business insurance is absolutely vital. While there is no...

Mistakes That Can Lead You To Rent the Wrong Type of Car

The most convenient and easy way to roam in and around the land of luxury, Dubai is by riding a car. Public transport is well developed and has cheap rates, but it lacks comfort and privacy. Moreover, it also does not provide access to the exact location...

Choosing the Right Charlotte Personal Injury Lawyer for Your Case

In the aftermath of a personal injury or car accident, the last thing you want to worry about is navigating the complex world of legal representation. The right personal injury lawyer can make all the difference in securing fair compensation and a sense of justice. Charlotte, North...

Omuerta Genetix Seeds: Benefits and How to use them?

Omuerta Genetix seeds offers high-quality cannabis seeds for growers and enthusiasts. Their extensive selection of exotic strains, dedicated breeding efforts, as well as resources and services available specifically to growers make Omuerta Genetix an invaluable partner. They also offer an impressive selection of feminized seeds that eliminate male...