CUSTOMER JOURNEYS AND YOUR BUSINESS

Each customer needs to be lead on a meaningful and memorable journey...

Ben Gross

Written by Ben Gross | 

Date: 13th April 2018

WHY CREATING THE CUSTOMER JOURNEY IS ESSENTIAL FOR YOUR BUSINESS OR ORGANISATION?

Firstly what is it, A customer journey map tells the story of the customer’s experience; from initial contact through the engagement process and into a long-term relationship. Use it to guide your marketing strategy.

A customer journey map example

 

Why is it important?

Each customer needs to be lead on a meaningful and memorable journey. Providing them with great content that is tailored increases their engagement which increase your chance of success. Mapping out the customer journey means you can target your market with direct content, resolve any potential frustrations they may have and rectify areas they are dropping off.

How do you create a great journey?

  1. Create a journey map. Put up post it notes for each touch point  your clients have.
  2. Use this information to make a Birdseye view of the journey
  3. Make sure at each touchpoint you have great branding, a strong story and consistency
  4. Measure each stage and look for small improvements

What are the aims for defining a journey

Doing a journey well makes users interactions seamless. This creates:

  1. Trust and builds brand advocates
  2. Increases brand retention and loyalty
  3. Improves your return on investment because each of your marketing efforts is targeted
  4. Creates a focus for your strategic campaigns

Last Thoughts

Whether your user is interacting digitally through apps, websites or social media, visiting your physical space or ringing your teams you need to understand when the customer is ready to engage. All the touchpoints need to be well designed and thought out. Define their place in the customer journey.. Having this overview is key to your customers having an engaging journey and boosting your company.

Speak to us if you want to discuss this in more detail contact us and we’d be happy to talk to you.

Download our template here

To find out about more strategies that can help you grow, view our 9 digital strategies section.

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