How to Create a Customer Journey Map | Lucidchart
A customer journey map is a visual representation of a customer’s interaction with your brand; these visuals tell a story about how a customer moves through each phase of interaction, including touchpoints and moments of truth, as well as potential customer feelings.
The benefits of customer journey mapping
According to the Aberdeen Group, marketing campaigns result in an average YOY increase of 24.9% in incremental revenue and a 21.2% reduction in service costs. When done correctly, customer journey mapping can put your company on a whole new path of success.
How to create a customer journey map
Choose one customer persona and one customer scenario to research and visualize; if you’re not sure what your personas or scenarios are, use Lucidchart’s affinity diagram to help you figure it out. Although you can target multiple personas, only one persona per customer should be used at a time.
1. Set goals
Gather the key stakeholders within your company and identify existing customers and future buyers so you can set goals specifically for them. Cross-functional teamwork is essential to setting a logical and attainable goal.
2. Conduct persona research
Gather as much information as possible about the persona on which your customer journey map is based by scouring customer support and complaint logs, pulling clips from recorded call center conversations, and monitoring discussions about your company on social media.
4. Map the current state
There is no “correct” way to format your customer journey map, but include the touchpoints, actions, channels, and assigned ownership of a touchpoint for each phase along the journey timeline. Mapping your current state will also help you start to identify gaps or red flags.
5. Map future states
Use Lucidchart to map the current state of your customer journey (CX) and compare it to the ideal, future state. Share your findings with the rest of the company to keep everyone informed about the areas that need to be improved. There’s a clear roadmap for expected change and how your team can help.
Customer journey map templates
It can be difficult to know where to begin when it comes to organizing customer journey data in a digestible, visually appealing manner. Lucidchart’s customer journey mapping examples can help you get started and give you some ideas for what to include and where to include it. Get started for free.
What are the 7 steps to map the customer journey?
In 7 Easy Steps, Create A Customer Journey Map
- Step 1: Determine your goals.
- Step 2: Develop buyer personas.
- Step 3: Determine motivations and pain points.
- Step 4: Create a buyer’s journey map.
- Step 5: Maximize your touchpoints.
- Step 6: Identify your Moments of Truth.
- Step 7: Revise.
How does customer journey mapping work?
Customer journey mapping (also known as user journey mapping) is the process of creating a visual story of your customers’ interactions with your brand. This exercise allows businesses to put themselves in their customers’ shoes and see their business through their eyes.
What is included in a customer journey map?
A journey map lays out all of your customer’s interactions with your brand, from the first time they heard of you through social media or brand advertising to their direct interactions with your product, website, or support team, and includes all of the actions your customer takes to complete an objective across all of these touchpoints.
How do I find customer journey?
How to Make an In-Depth Customer Journey Map
- Understanding who your customers are is the first step in creating a journey map.
- Understand your buyer’s goals.
- Map out buyer touchpoints.
- Identify customer pain points.
- Prioritize and Fix Roadblocks.
- Update and Improve.
What is a touchpoint in customer journey map?
The act of outlining each interaction a customer may have with your brand is known as touchpoint mapping, and it involves looking at each step of the buyer’s journey and identifying the points where customers come into contact with or experience your brand.
When should I do journey mapping?
Actions, mindsets, and emotions are at the heart of a journey map’s narrative. What the user is doing, thinking, and feeling during the journey is at the heart of a journey map’s narrative.
What is the purpose of journey mapping?
The process of creating a visual representation of customers’ processes, needs, and perceptions throughout their interaction and relationship with an organization is known as journey mapping, and it aids in understanding the steps customers take u2013 the ones you see and the ones you don’t u2013 when interacting with your company.
What are the benefits of customer journey mapping?
Customer Journey Mapping’s Top 5 Advantages
- Customer journey maps also reveal where gaps in service or communications may exist.
- Reduced costs. Brands that use customer journey maps also reduce costs.
- Increased sales.
- Greater customer and employee satisfaction.
What are the 4 sections of a customer journey?
Customer journey stages. Identifying customer journey stages is one of the first steps in creating a customer journey map. A customer journey has at least four stages: inquiry, comparison, purchase, and installation. These stages may be referred to by different names; for example, inquiry is sometimes referred to as awareness.
How do you optimize customer journey?
Let’s get started.
- Gather customer feedback.
- Focus on customer engagement and experience.
- Track everything you can.
- Invest in your employees.
- Map and review the customer journey. The first thing you’ll need to know is where you are now and what improvements need to be made to get you where you want to go.