With rising customer expectations, the need to deliver an exceptional customer experience (CX) is at an all-time high. And frankly, the best way to achieve this superior level of CX is to visualise it – which is often done using a process called customer journey mapping. A customer journey map essentially tells the story of the customer’s experience – which starts at the initial point of contact all the way through to a long-term relationship – giving us critical information about key interactions along the way. For this process to be a successful one and because it can be quite complex, many businesses seek the assistance of customer journey mapping.
What Is A Customer Journey Map?
A customer journey map tells the story of the customer’s experience: from initial contact, through the process of engagement and into a long-term relationship.
It focus on the story or give an overview of the entire experience. It identify key interactions that the customer has with the organization. It talks about the user’s feelings, motivations and questions for each and all touchpoints.
It often provides a sense of the customer’s greater motivation. What do Customers wish to achieve, and what are their expectations of the organization?
Why Is a Customer Journey Map Important?
You might be telling yourself, “This doesn’t seem necessary for me or my company. We understand the needs and pain points of our customers, thank you very much.” This may be true at surface-level.
However, breaking down the customer journey phase by phase, aligning each step with a goal, and restructuring your touchpoints accordingly are essential steps towards maximizing customer success. After all, everything you do should be about solving customer problems and helping them achieve long-term success with your product or service.
It gives managers an overview of the customer’s experience. They will see how customers move through the sales funnel. This will help them to identify opportunities to enhance the experience.
a customer journey map helps to identify gaps, points in the customer experience that are disjointed or painful. These might be:
gaps between (devices for digital users) or Branches, etc.
gaps between departments, where the user might get frustrated.
gaps between channels (for example, where the experience of going from social media to the website could be better).
After all of above mentioned, Customer Journey Map also helps you to do the below:
- You can refocus your company with an inbound perspective.
- You can create a new target customer base.
- You can create a customer-focused mentality throughout the company.
Most of all, a customer journey map puts the user front and center in the organization’s thinking. It demonstrates the need for the entire organization to adapt.
Based on this rationale, you can’t deny the importance of a customer journey map… Let us help you mapping your customer journey