What’s a customer journey map?
A customer journey map is simply a picture of your business through your customers’ eyes.
Although there are many different variations and styles, they all show the main points of your business that a customer sees as they go through their journey with you.
What’s a customer journey?
The customer journey starts with a prospective customer becoming aware of your business. Normally, they have a need, and they start looking for a way to fulfil that need. They may search online, see or hear an advert, read an article, see something on social media or ask people they know. All businesses have a number of possible touchpoints where a prospective customer can become aware of them.
Then the journey moves from awareness to consideration – now they know about you, they want to understand if you can meet their need. You need to make it obvious if you can help and make it simple for them to get the information they need to decide to buy from you.
The next phase (hopefully!) is purchase – all the actions they go through to buy your product or service. What do they have to do, what messages do they get, how easy is it to buy from you?
Then there is the ongoing relationship. This covers repeat sales, queries, referrals, complaints and possible training and (inevitably at some point) leaving.
Why do I need a customer journey map?
A customer journey map helps you spot gaps and issues in the customer journey so you can smooth it out – giving you more enquiries, better conversion and improved customer retention.
Because it’s a picture, it is easy to see where there are issues – and to explain those to other people in your business or external experts you bring in to help.
How do I get a customer journey map?
There are 3 main ways:
Search online for a customer journey mapping expert in your area and employ them to map the journey for you. Saves time, but costs money!
Buy a guide to customer journey mapping and do it yourself. You can find recommended guides here. Saves money but takes time and effort!
Use our Business Growth Mapper. It saves you time, money and effort, tells you what changes to make and gives you advice on making the changes the right way from 12 trusted experts.
WORK SMARTER.NOT HARDER.