Customer Journey Mapping
Your customer journey can be summarised as “your customer’s path to purchase”. During this journey they research a problem, find potential solutions to it, and then choose one of those solutions.
Getting into the minds of your customers can be tricky. Once you think you know what they want and how they want it, new technology, preferences or buying trends emerge.
You may wonder why a customer spends so long browsing your selection and adding products to their cart just to close the tab, or why it’s taking your customers several steps to get from point A to point B, when it should only take one. Or worse, why they are so close to signing on the dotted line and then change their mind.
Whatever the confusion may be, the likely cause is that you do not have a clear grasp of your customer’s journey.
Buyer Mapping
A buyer’s journey consists of 3 stages; awareness, consideration and decision. For low priced items the customer journey to purchase can be very short. It can often seem completely unconscious and like they have skipped the middle step altogether.
By clearly understanding your buyer personas and the general pain points and motivations of your customers, you are able to serve them content and prompts to move them along their journey.
A customer journey map is a visual representation of the process your customer or prospect goes through to achieve a goal with your company. The goal may be making a purchase, signing up for a newsletter, joining a loyalty program, or anything in between. With the help of a customer journey map, you will get a better understanding of what will motivate your customers to undertake the desired next step.
Need Some Help?
Once you fully understand your customer’s experience with your business, you can thrill them at every stage in their buying journey. There are many factors that can affect this journey including customer pain points, emotions, and your company’s touchpoints and processes.
If you need some help defining what these are and implementing these strategies into your business, please get in touch with us today.
