How to Create a Customer Journey Map
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.
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 map a customer experience?
To map out your company’s customer experience, follow these eight steps:
- Set Your Goals.
- Collect Data.
- Identify Your Customer “Touchpoints”
- Outline the Key Stages of Your Customer Experience.
- Begin Mapping!
- Validate Your Results.
- Analyze Your Map.
- Treat Your Map as a Living Document.
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 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.
What are the stages of customer journey?
The five phases of the customer journey are Awareness, Consideration, Purchase, Retention, and Advocacy, and your potential customer should be guided through them in order to be introduced to and u201cbuy intou201d your product.
What are the common elements of a customer journey map?
5 essential components of a customer journey map
- Develop buyer personas. Establish clear objectives before diving into your map.
- List buyer touchpoints.
- Identify potential roadblocks.
- Fix the roadblocks.
- Continue to optimize your customer journey.
How do you manage customer journey?
Customer journey management is the process of determining what information customers require at each stage of their journey in order to progress to the next step; for example, if a customer is researching a brand, the company must figure out how to persuade them to buy.
What is a customer experience strategy?
The plans you put in place to provide positive experiences across each customer touchpoint, as well as the purposeful ways to measure those experiences, make up a customer experience strategy.
How do you define customer journey?
The customer journey is defined as the total sum of experiences that customers have when interacting with your company and brand; rather than focusing on just one aspect of a transaction or experience, the customer journey documents the entire customer experience.
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 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.