At first glance, the customer experience journey seems simple – the business offers a product and the customer buys it. However, upon a closer look, it is easy to see that the customer journey is becoming more and more complex in the “digital” age.
The Fourth Industrial Revolution is redefining customer expectations every day, with the average consumer now using at least three channels to communicate with businesses. All these touchpoints lead to an increasingly complex digital experience journey.
In this article, let’s learn about the “customer journey map” and the secrets of this powerful guide.
Benefits of defining the customer journey map?
The customer journey map gives businesses an overview of how their customers are interacting with the brand across all touchpoints. Whether customers interact with your business via social media, email, or other channels, mapping the customer experience journey is a visual way to ensure no customer gets through.” membrane filter” of the enterprise.
It is important to define the customer journey?
Here are 4 key benefits:
- Allows businesses to optimize the customer search process;
- Evaluate customer experience objectively to create trust and increase loyalty from customers;
- Understand customer insights, thereby providing appropriate approach solutions;
- Helping businesses optimize costs, increase revenue efficiency.
The digital customer experience journey is divided into 5 main stages:
- Stage 1: Awareness – the user has a problem and starts to generate motives and buying needs
- Stage 2: Acquisition – search different channels and consider and re-evaluate their needs
- Stage 3: Conversion – lead to a purchase decision, choosing the item that best suits them
- Stage 4: Fulfillment – customers use the product, in the process of reviewing and evaluating the product
- Stage 5: Loyalty – become loyal customers and recommend products to surrounding relationships (friends, relatives)
While building a customer experience journey map, businesses need to try to coordinate with the target customer portrait to describe the journey as completely and as closely as possible in order to find the most expensive touchpoints between businesses and their customers. Besides, this customer journey map is also very useful and has a great impact on businesses’s departments, from marketing, design or even to the sales department, so that all departments have a better overview of every touchpoint. that customers have with the business, thereby exploiting appropriate activities to target the target customer file.
A customer experience map is a big picture for businesses to clearly see who their target customers are, what they want and need to do. So, if any business is still struggling to shape up, let ServiSense advise and optimize the process of finding customers on a digital platform together!