Want to learn how to build a customer journey map with example PDFs? In this day and age, sales competition is worse than ever. Thanks to the Internet, you’re not just going against local competitors but with others worldwide. It’s necessary to have an edge above everyone else. The best way to stand out is by offering excellent service and knowing your customers better than they know themselves. Building a great customer journey map is the first step toward making that happen.
You might not get why your customers behave the way they do. Why do they spend so much time doing research? Why do they add items to the shopping cart only to close the window soon after? Your customer journey map could keep you from losing a lot of business!
It’ll make inbound marketing easier. Inbound marketing is the most all-encompassing way to draw customers in current times, focusing on content, social media, branding and 検索エンジン最適化顧客がどのようにあなたとやりとりしているかをマッピングすることで、彼らがどこにいてもリーチできるようになります。
You’ll be able to target your audience better. By knowing exactly how your visitors interact with you, you’ll get a better glimpse into who they are. Looking into where and how they touch base with you, and their pain points throughout the journey, you can understand them and what they require of you. When you understand your audience, it's easier to avoid targeting to an audience that’s too broad, which can waste money. You’ll know who to sell to, where and how, focusing your resources in marketing to the right people, without annoying them.
Before setting up your map, there are a few questions you need to ask yourself:
なぜカスタマージャーニーマップを作成するのですか?
そこから何を得たいと考えていますか?
ターゲットは誰ですか?
On what experiences do you want it to focus?
2. 顧客ペルソナを構築する
It’s a good idea to have at least one 顧客ペルソナ in mind when building your map. We’ve talked about this tool ここ, saying it allows brands to understand large and homogeneous buyer groups.
In order to バイヤーペルソナを構築する, you need to conduct research and, above all, talk to your customers. Gather feedback in any way you can, from polls to questionnaires to user testing. You’ll need data from real people, whether they’ve bought from you or have planned to do it.
Your social media. Perhaps the second most important touchpoint, these channels allow customers to interact with your brand directly, asking what they need.
Now that you’ve identified your touchpoints, you can delve a little deeper into each of them.
List all the actions your visitors take. Now that you know where customers interact with your focus on how they do it. Gather as much data on this as possible; you might end up smoothing the list out in the end. Gathering data will help you figure out if customers are taking too many actions in one or several steps of their journey.
Future state map. This map visualizes the actions, thoughts, and emotions of customers in any future interactions with your brand. You need a current map to build this one, as it’ll depend on how things look right now. The future state map is perfect for setting goals and picturing how you want things to improve after making changes to the current state of things.
Generally speaking, this is the point in which you use the information to improve details. You view specific issues by seeing them as a whole, and what weight they have on the entire journey. Follow your バイヤーペルソナのジャーニー, every step of the way, to figure out how you can do better. Go beyond the theory for truly effective mapping!
A B2B map should show the team the different stages of the business-to-business customer journey. The map above shows a strategic overview of how customers can engage with the company at different stages. Remember that this should be easy to read for all team members, so they know where to focus in future interactions.
Every action taken by the customer and the employees comes with its thorough explanation. This level of specificity allows for a more in-depth analysis of what’s working well and what needs improvement. It’s an easy way to find the essence of an issue and solve it in the immediate future.
Bright Vessel specializes in creating custom ブランド向けデジタルマーケティングソリューション across industries. Learn more about our services on our website or お問い合わせ directly!
