The complete guide of customer journey map

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If you’re creating content that does not engage the audience, it may be necessary to redefine your mindset. If you also have trouble creating successful campaigns and personalizing your strategies, something really important is probably missing: a clear vision of the process that takes people to buy something from your business.

In other words, if you’re facing that scenario, you need a customer journey map. This tool will allow you to understand the experience your prospects are having, leading your company to optimize results, which will increase conversion and sales.



What is a customer journey map?
A customer journey map is a graphical tool that helps you visualize the steps malaysia cell phone number list people take to get to your product and use it. It shows a set of phases from being aware that your company exists to becoming a fan and recurrent user of your product or service.

The tool is based on the fact that every buyer goes through a unique process before finding a clear solution to a problem. In a digital world, many cases follow the below sequence of events:

searching for something on Google;
finding a website;
signing up for something and becoming a lead.
After these first 3 steps, the customer might purchase the product or service. However, this whole process includes a lot of interactions, which you will only know if you map them.

To go further, let’s consider a traditional map: it’s all about guiding people when they want to go from point A to point B, establishing all possible routes. It tells you how far you need to walk or drive to get to a certain location by showing you exactly how far you are.

A journey map works the same way but is applied to a marketing context.

The customer journey map demonstrates the stages people go through before buying something, capturing every single moment and highlighting those important decisions they make to go from point A to point B: from visiting a website one more time to signing up for a newsletter to get additional info.

That means a map is a way of understanding prospects better.

We do need a map because the customer journey can be tricky, with different steps and a non-linear structure. It all depends on the customer’s profile.

Nowadays, consumers decide to start a conversation or not with brands, and they keep the relationship going only if they want. Regardless, every business needs to know what guides prospective customers towards the buying decision.

The representation will expose if your company provides a great experience in each stage, which will help your business plotting effective strategies to do so. It will also reveal how well you’re leading prospects from one point to another.

When you don’t have a map, people can still get to your product or service by chance. Some of them even visit your website, sign up to become a lead, but then leave. In such situation, you don’t get to know why these visitors had interrupted their journey.