Key Attributes to Keep in Mind for Effective Customer

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We'll create our own customer journey map in a moment, but first, let's look at some of the most important things to keep in mind.

1. Use Your Customer's Perspective — Not Your Own
It’s tempting to think like a business owner when creating a customer journey map. After all, that’s who you are.

However, you need to think like a consumer. Put yourself in your customers’ shoes so you know how they behave, think, and make decisions.

2. Capture Your Customers' Goals, Needs, and Expectations
What does your target audience want? What do people in that audience need? What do they expect from you?

All of these questions should be reflected in your customer journey and mapping process. If customers want information about your product, give it to them. If they want lower prices, figure out how to make up for it. If they expect high-quality customer service, give it to them.

3. Get a Clear Understanding of Your Customer Experience Across Touchpoints
customer experience

Consumers behave differently based on touchpoints. For example, europe cell phone number list customers will interact with your brand differently on social media than in a one-on-one chat.

That's why you need to understand each touch point individually and how they contribute to the overall journey.

4. Determine Your Customer's Purchase Stage
The customer journey involves various phases. You need to understand these phases effectively for your customer journey mapping to be effective. Here are the five main phases:

Awareness : The customer journey typically begins with awareness, when the customer sees a need or recognizes a challenge.
Consideration : During this stage, the average customer researches possible options, then compares and evaluates them.
Decision : During this stage, the customer selects a product or service and then purchases it.
Retention : However, the journey does not end here. There is another phase known as the retention phase. This involves post-purchase support, product usage, and satisfaction.