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

Unleashing Efficiency: Exploring Features of the Best Workflow Automation Software

In the intricate tapestry of modern business operations, the adoption of...

Choosing Loans with No Credit Check

Nobody decides to take a loan without a good reason. There...

Features and Benefits of Payroll Outsourcing in 2024

Today more companies and businesses recognize the benefits of payroll outsourcing...

Sitting Pretty: A Comprehensive Guide to Upholstery Materials in Office Chairs

Choosing the right office chair involves more than just considering ergonomic...

Read Now

Best Options Trading Services: Navigating the Financial Frontier

Options trading is an exciting yet complex realm within the financial market. As more individuals delve into this space to diversify their investment portfolios, the choice of the right options trading service becomes paramount. This article aims to guide you through the process of selecting the best...

4 Tips for Problem Solving Your LLM Issues

Artificial intelligence is reshaping the world around us. The technology has developed rapidly over the past few years and now looks set to completely transform the way in which we live our lives. Large language models (LLMs have been hugely important in the recent AI surge. However, like...

How Technology Enhances Efficiency in Modern Sales Processes

You're navigating the fast-paced world of sales, and you understand that efficiency is key. But are you leveraging modern technology to its fullest potential? Uncover how tech advancements are revolutionizing sales processes, driving efficiency, and giving salespeople that crucial competitive edge. Let's dive in and explore the...

A Thorough Guide to Perfecting Your Website to Promote Engagement

Regardless of your website's unique purpose, it must generate engagement among its audience to sustain your business or brand. If you have experienced periods of low engagement, you know first-hand just how seemingly impossible it can feel to find a way to make your website exciting again....

Why Investing in Marketing Strategy Services Is a Smart Move

Business owners often struggle when it comes to creating an effective marketing strategy. This is especially true when it comes to lead generation and creating sufficient revenue. Unfortunately, even the smallest companies can suffer from a bad marketing strategy. A business that is unable to generate sales is...

4 Tips for Navigating Small Business Success in 2023

Regardless of your business size, surviving the competitive landscape demands a flawless branding strategy. Unlike larger brands with ample budgets, start-ups, and small businesses must craft impactful approaches to amplify visibility. Here are some tips for branding strategies that will help you navigate your small business in...

A Store without Right Kind of Equipment is Incomplete

Store storage is a place that plays a very important role in the success of a business. If you can manage equipment properly, then your business will continue to run smoothly without experiencing any sort of problem. But the problem is, often store maintenance and management are...

7 Best Employee Scheduling Software for Small Business

Today, we're diving into a world that might not be as exciting as superheroes or thrilling adventures, but trust me, it's a game-changer for small businesses. We're talking about employee scheduling software. Sounds a bit technical, right? Don't worry; we'll simplify employee scheduling software for small business...

Best Software Tools for Glass Business

Find the best business software to run your glass business. Also, we have listed some top software with features, benefits, pricing, and contact details. GlassManager: Streamline Your Glass Company Operations Are you tired of managing your glass business the hard way? Also, GlassManager is a perfect glass software solution to...

How Explainer Videos Can Boost eCommerce Sales

In today's fast-paced digital landscape, eCommerce has become a dominant force in the business world. The convenience of online shopping has revolutionized the way consumers make purchasing decisions. However, as eCommerce thrives, competition among online retailers has intensified. In this highly competitive environment, the need to stand...

4 Questions to Consider Before You Get Pressure Washer Liability Insurance

If your goal is to own a small business that has the power to improve the curb appeal of commercial and residential properties, starting a pressure washing company is a good idea. In fact, this is a growing industry, as the market size increased by 9.4% within...

What Makes These Sleek Modern Restaurant Booths a Must-Have?

When dining out, the ambiance of a restaurant plays a crucial part in improving customer experience. One element that can truly elevate a dining space's aesthetics and comfort is sleek modern restaurant booths. These chic seating options have become increasingly popular among restaurateurs and diners thanks to...