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[Sponsored] 3 Simple Steps to Create a Customer Journey Map



The customer journey map helps to understand the consumer's emotions, identify distractions important in the purchase decision, identify strengths and weaknesses of the marketing strategy and the product itself. When a person passes points quickly, easily gets betting promotions in Canada or a free product, the practice is working, it is worth remembering and developing. If there are problems on the way of the client, it is necessary to understand what exactly creates difficulties and to eliminate these barriers. Here are 3 simple steps to create a customer journey map for your business. 


Determining the Goals of the Scheme

It is necessary to choose the goals in order to correctly compose questions and to find out the problems, motives, feelings, needs of the customer. Customer journey can be created for one or more goals, examples:
  • Evaluating product satisfaction.
  • Identifying and solving communication problems with the company.
  • Identifying and addressing barriers to product use.


Collecting Audience Data

To build a customer journey map, you need to know a portrait of your typical customer. To do this, gather as much data as possible: who they are, where they live, their values, interests, hobbies, occupation, marital status, income level, etc. You get the main data when a user registers on your website/app or places an order. Expand these blocks with data in your personal account, and ask your customers to fill them in. 

Some of the information can be obtained from social networks. You can also use Google Forms to collect extra information.


Description of the Customer's Journey From Brand Acquaintance to Repeat Purchases

It should be said right away that the order of the customer's actions may be chaotic and may not correspond to business processes.

1. Customer motivation. List the reasons that make characters start looking for your product. Motivations can be either obvious or hidden. For example, it could be the purchase of expensive items that is not driven by practical need, but by a desire to gain approval from society.


2. Points of contact with the company. Examine the devices and channels through which characters receive information and communicate with the company. These can be offline points, the website, search engines, messengers, all kinds of advertising, etc.


3. Barriers and critical points. It is important to understand what difficulties may arise in the customer's way, which may prevent the purchase. At critical points, where there are a lot of barriers, a person experiences negative emotions. This leads to a decrease in his loyalty and brings closer the loss of a potential customer. For example, a customer receives an order with a defect, he calls customer support, but the manager does not solve the problem. Yes, the purchase is made, but there is a high probability that the next order will be placed by a competitor.


4. Eliminate weak points. The main purpose of a customer journey map is to create a positive customer experience and to ensure a continuous quality interaction between the customer and the product. There should be as few problems with the product or company as possible. Work through all critical points, improve service quality, and improve your product if necessary. Do not forget about the cost of eliminating the barriers. For example, customers leave the app without buying, because it takes a long time to load the goods. To solve this problem, you need to dedicate technical, human and financial resources.


5. Repetition. The customer journey map is not the end product. It helps to visualize the sources of problems and understand what actions need to be taken to make the customer feel comfortable buying. You can get the map right, take steps to improve the site/product/service, but not see active growth. This is because any business, like the market in which it operates, is a living interconnected organism where change is inevitable. Therefore, the customer journey map needs to be regularly analyzed, updated, and worked on again to fix problems.


All in all, these simple steps will help you create a customer journey map. But while working on it, don't forget about the differences of your niche and company.