Digital consumers have more choices than ever before and can quickly shift loyalties if they’re dissatisfied. Companies that lack a deep understanding of their customers often miss opportunities to improve their products! lose revenue! and underperform in terms of customer satisfaction.
Therefore! it’s increasingly important to understand what customers experience during their purchasing process. Creating a customer journey is essential for any company looking to establish meaningful connections with its customers.
In this blog post! we’ll cover how to create a customer journey and what you should consider before implementing it in HubSpot! or any other marketing automation platform.
What is a customer journey?
It’s important for businesses to understand how potential customers learn about their product or service! consider it! and ultimately decide to purchase it.
A customer journey is a visualization that represents the stages customers go through when interacting with a company. By strategically phone number list connecting data points from different sources into compelling visualizations like a flowchart or timeline within a customer journey map ! companies gain a clearer understanding of how customers perceive their products or services and which touchpoints they need the most help with.
This improved understanding can be used by usa lists companies as a navigation tool to guide customers toward efficient decision-making within their purchasing process.
To create a quality customer journey! companies must monitor multiple factors! such as customer interaction with each website page! their response to content and campaigns! their emotions at each step of the purchasing process! and how they interact with any post-transaction activities.
In the next section! we discuss the types of customer journeys and what each is used for! before outlining a step-by-step guide on how to create a quality customer journey.
What type of customer journey do you need?
To better understand your customers’ experiences! you can create a customer journey divided into four main types: current state! future state! a day in the life! and a service plan. While it’s not necessary to create all four! it’s helpful to understand each one based on your goals.
- A current state map helps you make small improvements by showing how your customers currently interact with your brand.
- A future state map is important if you plan to make changes to your business! as it helps you identify how customers will interact with your business after the changes.
- A day-in-the-life map gives you a comprehensive view of your customer’s day! including whether they interact directly with your brand! and is useful if you’re looking to innovate or address unmet customer needs.
- Finally! a service blueprint is a simplified how to edit photos for better print quality diagram of the other types of maps! with additional elements such as people! technologies! and policies. This type of map is useful for understanding existing relationships and analyzing a service! rather than for ideation.
Each type offers unique benefits depending on the specific purpose and situation in which it is created! allowing companies to gain detailed insights into their users and make thoughtful decisions about how to engage them.
How to build your customer journey
Creating a complete customer journey is a key element in developing a successful business strategy. It helps companies identify potential bottlenecks in the customer journey and gain insights into how customers feel when interacting with their business.
In the next section! we’ll walk through the process of creating a customer journey.