The journey map can help you understand the entire process your consumers go through to achieve a goal with your company.
With this tool you can identify what your customers need, understand their behavior and what they want to consume ; in this way, it is possible to discover better attraction and loyalty actions in order to increase sales .
Since customers are the most important element, it is essential to implement a successful journey map . In this article we tell you how to create one and thus improve your consumers' experience from start to finish.
What is a journey map and how can it increase your sales?
The journey map is a visual representation of the process a customer goes through to complete the purchase of a product or service.
The journey map allows you to have a more precise idea about the interests of your customers . By having a clearer idea of what the consumer wants or needs, it is possible to provide them with what they are looking for and improve their experience .
Remember that improving customer experience can determine whether they buy your product or your competitor's.
How to create a journey map ?
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There are different ways to create a list of telegram users in lebanon journey map . However, we have selected the 5 steps that are most practical and effective for most companies.
#1 Purchasing process
The idea is to establish the most important points in the customer journey, such as:
Acquisition : Attracting customers through quality content on the website's blog.
Website navigation : There should be a section where the products or services offered are displayed and described.
Request or contracting of the service : the client has decided to purchase the product or service that provides a response or solution to their needs.
Loyalty : the exchange does not end after the sale. The customer's experience must be evaluated to ensure future purchases and to recommend us to other consumers .
A good idea is to enable a consultation section : Create a form where the client enters their data and gives their opinion about their experience with the service and customer service .
#2 User Actions
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List the actions your customers take throughout their interaction with your brand. This could be anything from a Google search for your keywords to clicking on an email you sent.
#3 Emotions
Every action a customer takes is motivated by an emotion. The emotional driver for each of your customer’s actions is usually caused by a pain point or problem.
A common pain point can be cost . For example, the customer might love your product , but abandon the cart upon discovering unexpectedly high shipping fees.
Identifying pain points in the customer journey can help you mitigate them . For example, you can provide a FAQ page that answers common questions about shipping costs.
This will help you provide the right content at the right time to facilitate the customer’s emotional journey through your brand .
#4 Pain points
These moments are when the consumer is not having a pleasant feeling , either due to the nature of the moment itself or the quality of the moment provided by the company.
To recognize them, it is advisable to identify each moment with a level of emotion on the journey map . For example: pleasant, unpleasant and neutral.
#5 Solutions
This phase is the responsibility of the customer service department. It is based on maintaining customer satisfaction and successfully implementing the chosen solution .
This is the most important part of the process, as it is where you analyze the results by answering questions such as:
Performance analysis can show you where customer needs are not being met; by addressing this, you can not only ensure you can improve to provide a valuable experience, but you also show customers that your company can help them find solutions to their problems.
Creating a journey map is essential to achieve two key objectives in the business world. The first is to keep customers satisfied and the second is to ensure the long-term sustainability of your company in the market.