Understand how a user journey map can streamline processes and provide customers with a consistent }experience with your brand
If your organisation has a consumer-centric approach, then providing a superior customer }experience takes priority in pursuing success. Today businesses are going the extra mile to better understand their customers.
You have heard people talk about marketing funnels, the buyer’s journey, and customer journey maps. Are you familiar with each of these terms? Marketing funnels and customer journeys are similar ideas, but they mean different things.
The marketing funnel is a model of your marketing and sales process from the company’s point of view. Leads start at the top of the funnel. As they discover more about your brand and get closer to making a purchase, they move down toward the bottom of the funnel. This type of model has been in use for more than 100 years, and it is still one of the most basic concepts in business.
On the other hand, the customer journey mapping is a graphical strategy. It represents a map of the route a lead takes from the first time they meet your brand to the time they make a purchase. Unlike the linear marketing funnel, the customer journey can be meandering and circuitous. The longer your sales cycle is, the longer your average customer’s journey will be.
The customer journey tracks the individual touchpoints a lead encounters before making a purchase. Every interaction – for example, visiting your website or opening a marketing email – is a touchpoint. In the modern digital landscape, the customers can interact with your brand in countless ways such as reading a branded blog post, accessing your website from search engine platform or following your brand on social media channels.
By creating a clear visualization of every possible way a customer can interact and contact your brand, a customer journey map can help you keep customers engaged while you increase conversions and revenue. Many people return to earlier touchpoints as they evaluate a product or service, so the customer journey often loops back on itself instead of progressing in a linear way.
If you have enough data, you can create a customer journey map, which is a touchpoint-based model of how your average lead interacts with your business before making a purchase. The insights help companies visualize the buying experience of their customers. With a clear journey map, you can get an overview of the channels’ performance.
Spend the budget on the right strategies.
The map also helps companies understand how customers end up buying products or availing services. But most importantly, it also uncovers where the users stop in the buying process. By knowing this information, you can update the strategy. Since mapping helps determine which strategies are more effective in converting sales, it can also help businesses invest their money and time properly.
With the right data and adoption of technology across the buyer journey you can satisfy consumer expectations. Today’s consumers expect more than just relevance. They want seamless, non-disruptive experiences. They want highly personalized interactions that deliver tangible value. And when it comes to their data and privacy, they rightly demand that it be protected. In the end the customer will decide your fate…