Customer journey mapping is a popular tool for visualizing a customers experience. These maps provide a visual outline of various interactions that the purchaser has with a brand. Its become a must for businesses as it allows managers to spot potential problems, going a long way in ensuring that the customer experience is satisfactory and hassle-free. When the customers road to conversion is straightforward, theyre more likely to stick with that brand.
In fact, taking advantage of the benefits of journey mapping, according to research published by Aberdeen Group, Customer Journey Mapping: Lead The Way To Advocacy the ROI for doing so is 200% greater employee engagement and 350% more revenue from customer referrals. Just imagine the profits and the ability to relocate toward bigger tech cities, such as Austin or San Francisco.
But, for successful customer journey mapping, it must be a collaborative process, with brand managers, markets and customers are included, allowing a manager or owner to form a complete perspective of whats going on, from the moment the customer first discovers the brand through the buying stage.
In order to get a clear picture of this journey, there are four essential components of journey mapping.
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