How to master Customer Journey Mapping?

How to master Customer Journey Mapping?

Mapping out the customer journey enables organizations to grasp the needs of their customers and the barriers hindering current experiences.

By analyzing all stages of a customer’s journey, one can pinpoint areas where expectations are not met or where prospects and customers feel alienated.

Here are couple of tips on how you can do it right:

Clear Objective for Your Map

This objective should outline what your map is going to cover, what the goal of the map is, and who it is specifically about. The ultimate goal of customer journey maps is to uncover opportunities to eliminate customer frustration, create meaningful moments of delight, and build proactive processes that can boost customer loyalty.

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Represent Your Customer’s Perspective

Representing your customer’s perspective in a customer journey map involves understanding the experience as your customer sees it, not the way you think they see it. This often includes aspects out of your direct control, such as social media influences, web searches, and steps your customers take before you even enter the picture.

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Collaborate

When creating a customer journey map, it’s important to involve critical stakeholders and give details for transitions or handoffs. This involves identifying the transitions between departments and clarifying who does what and when. You should also have a strategy for data flows. For example, the sales team might be interested in knowing which promotional materials were delivered to the lead, the implementation team might need access to data gathered by sales previously, and customer service may require implementation specifications.