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What is the purpose of Customer Journey Mapping & why is it so important?

Customers often experience roadblocks, frustration and dead ends in their journey to complete transactions with businesses. Using Customer Journey Mapping helps you remove these obstacles, making the process as seamless, intuitive and efficient as possible for your clients.

What is Customer Journey Mapping?

Customer Journey Mapping is the process of creating a visual representation of your customer journey from the customers’ point of view. It helps you tell the visual story of how your customers interact with your business and brand across all touch points. Creating a journey map helps you think like the customer, so you can understand and see your customer's needs and processes.

Benefits of Customer Journey Mapping

Mapping your customer journey ensures you're not missing out on the chance to interact with clients at any stage. This allows you to step into your customers’ shoes and see your brand from their perspective. It gives you insight into common customer pain points and how to improve them. With these insights, you can deliver a personalised and optimised customer experience. Customer Journey Mapping also tells the story of your customer's experience with your brand across LiveChat, email, social media and other channels they might use.

Purpose of Customer Journey Mapping

Customer Journey Mapping allows you to chart new courses of action to better meet the needs of your clients. Charting the entire customer experience helps you pinpoint where gaps in service exist so that client resources and experience can be allocated and deployed to provide optimal value.

Customer Journey Mapping unites people across your organisation, supporting a focus on improving customer experience. However your customers interact with you, mapping the customer journey visually helps ensure that no clients are forgotten.

Why Customer Journey Mapping is important

Customer Journey Mapping is essential because it's a strategic approach to better understanding customer expectations and is crucial for improving your customer experience. It allows you to determine your customer's expectations and tailor their experience to meet their needs. This way, you can focus on the ideas that your clients care about and impact your business instead of hoping and guessing their expectations. This allows you and your team to move forward faster with more confidence and an objective benchmark.

If you want your business to grow, increase profits and engage customers and employees, contact Investor in Customers. We are customer experience specialists and can help you optimise your customer journey map for you.


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