Customer Journey Map: Tasks, Types, Stages of Creation
Posted: Sun Dec 22, 2024 6:34 am
What are we talking about? A Customer Journey Map (CJM) is a visualization of the stages a customer goes through, starting from the moment the need for a product arises and ending with the purchase and actions after it.
What to pay attention to? The customer journey map describes the thoughts, feelings, actions and goals of the buyer, points of contact with the business, barriers along the way. It is necessary to identify weak points and eliminate them.
In this article:
The essence and objectives of the customer journey map
Differences between a customer journey map, a sales funnel, and a customer life cycle
Principles of Customer Journey Mapping
Stages of the customer journey
Types and structure of philippinen vorwahl whatsapp customer journey maps
Stages of building a customer journey map
Examples of customer journey maps
Customer Journey Mapping Tools
Mistakes in creating a customer journey map
Frequently asked questions about customer journey mapping
In-Depth Guide: How to Cut Your Ad Costs by 25% with Artificial Intelligence
Download for free
The essence and objectives of the customer journey map
The customer journey map (CJM) contains data on the route that a consumer takes from realizing their own need for a certain product to concluding a deal to purchase it. In some cases, the CJM also includes information on the customer's actions after the purchase.
Marketers conduct customer journey analysis to find solutions for each stage that will ensure customer satisfaction and repeat business.
The essence and objectives of the customer journey map
Source: shutterstock.com
For example, after the first visit to a cosmetologist, the client may be offered a bonus for the next session or a subscription for a set of procedures with a good discount.
CJM technology is based on the analysis of consumer requests, motives and emotions and is aimed at improving the experience of their interaction with a product or enterprise.
In addition to the customer journey map, the following maps can also be used for the above purposes:
User journey map (UJM) : includes data about the path of internet users within the product (when they visit a website or use an application).
Life experience map (LXM) : information about the life path of potential buyers is necessary to understand the interests, hobbies, needs and problems of representatives of the target audience (TA). Such a map helps to find solutions for improving the product and the stages of interaction with it of new consumers (who are not yet familiar with the product).
A customer journey map is necessary for marketers to record the client's activities and problems that arise at different stages. Its analysis is carried out in order to help the consumer make their choice faster and make the ordering process more convenient.
The main tasks that the development of a customer journey map helps to solve are:
Identifying the stages a consumer goes through before making a purchase
For example, analyzing the CJM of a shopping center visitor allows us to analyze his path, starting from the decision to go shopping to subscribing to the shopping center’s pages on social networks so as not to miss out on great deals.
Identifying potential barriers to a customer's purchase
For example, potential buyers send a request to sales specialists to find out the cost of a product, and receive a commercial offer only after a week and a half. As a result, customers lose interest or turn to competitors.
Identifying bottlenecks in the customer journey and eliminating them
Let's consider an example where a potential buyer visited a store to buy a refrigerator. He had difficulties comparing the characteristics of different models, and the visitor asked a consultant for help.
Identifying bottlenecks in the customer journey and eliminating them
Source: shutterstock.com
If a store employee has little understanding of the pros and cons of refrigerators of different brands, the customer will probably go to competitors or will study the information on Internet sites themselves and make a purchase online. To eliminate this problem, trainings can be organized for consultants and scripts for dialogues for store sellers can be developed.
Analysis of service quality and acceleration of business processes
Service Blueprint (business process map of the enterprise), combined with CJM, helps to solve this problem. Business process map helps to understand which departments of the enterprise are responsible for different stages and to identify points of contact with clients in order to adjust the process for more effective interaction.
What to pay attention to? The customer journey map describes the thoughts, feelings, actions and goals of the buyer, points of contact with the business, barriers along the way. It is necessary to identify weak points and eliminate them.
In this article:
The essence and objectives of the customer journey map
Differences between a customer journey map, a sales funnel, and a customer life cycle
Principles of Customer Journey Mapping
Stages of the customer journey
Types and structure of philippinen vorwahl whatsapp customer journey maps
Stages of building a customer journey map
Examples of customer journey maps
Customer Journey Mapping Tools
Mistakes in creating a customer journey map
Frequently asked questions about customer journey mapping
In-Depth Guide: How to Cut Your Ad Costs by 25% with Artificial Intelligence
Download for free
The essence and objectives of the customer journey map
The customer journey map (CJM) contains data on the route that a consumer takes from realizing their own need for a certain product to concluding a deal to purchase it. In some cases, the CJM also includes information on the customer's actions after the purchase.
Marketers conduct customer journey analysis to find solutions for each stage that will ensure customer satisfaction and repeat business.
The essence and objectives of the customer journey map
Source: shutterstock.com
For example, after the first visit to a cosmetologist, the client may be offered a bonus for the next session or a subscription for a set of procedures with a good discount.
CJM technology is based on the analysis of consumer requests, motives and emotions and is aimed at improving the experience of their interaction with a product or enterprise.
In addition to the customer journey map, the following maps can also be used for the above purposes:
User journey map (UJM) : includes data about the path of internet users within the product (when they visit a website or use an application).
Life experience map (LXM) : information about the life path of potential buyers is necessary to understand the interests, hobbies, needs and problems of representatives of the target audience (TA). Such a map helps to find solutions for improving the product and the stages of interaction with it of new consumers (who are not yet familiar with the product).
A customer journey map is necessary for marketers to record the client's activities and problems that arise at different stages. Its analysis is carried out in order to help the consumer make their choice faster and make the ordering process more convenient.
The main tasks that the development of a customer journey map helps to solve are:
Identifying the stages a consumer goes through before making a purchase
For example, analyzing the CJM of a shopping center visitor allows us to analyze his path, starting from the decision to go shopping to subscribing to the shopping center’s pages on social networks so as not to miss out on great deals.
Identifying potential barriers to a customer's purchase
For example, potential buyers send a request to sales specialists to find out the cost of a product, and receive a commercial offer only after a week and a half. As a result, customers lose interest or turn to competitors.
Identifying bottlenecks in the customer journey and eliminating them
Let's consider an example where a potential buyer visited a store to buy a refrigerator. He had difficulties comparing the characteristics of different models, and the visitor asked a consultant for help.
Identifying bottlenecks in the customer journey and eliminating them
Source: shutterstock.com
If a store employee has little understanding of the pros and cons of refrigerators of different brands, the customer will probably go to competitors or will study the information on Internet sites themselves and make a purchase online. To eliminate this problem, trainings can be organized for consultants and scripts for dialogues for store sellers can be developed.
Analysis of service quality and acceleration of business processes
Service Blueprint (business process map of the enterprise), combined with CJM, helps to solve this problem. Business process map helps to understand which departments of the enterprise are responsible for different stages and to identify points of contact with clients in order to adjust the process for more effective interaction.