It can be challenging to get inside the minds of our customers – to understand what they’re thinking and how they’re feeling about our business and the impact on them. However, finding detailed and creative ways to do this can improve our customer experience, gain prospective customers, and boost the overall success of our business.
One way we can do this is by mapping the customer’s journey.
The customer journey is the way each customer interacts with our businesses to achieve a goal. It is also how we assess areas of engagement through the perspective of the client’s experience.
After defining your objective and reviewing the Customer Lifecycle and Customer Touchpoint process (reach out if you’d like an introduction or refresher on these), the next step is to map your customer’s journey. Perhaps draw out a process list with word bubbles and arrows, a timeline, or create a chart. It doesn’t have to follow a particular template, it just needs to make sense to you.
Next, outline the key stages of customer experience and note places of deepening engagement, along with areas that pinpoint possible business breakdowns or weaknesses. It may help to get feedback from your customers as well, in order to concretize your findings.
Once you do this, you’ll be able to see the opportunities and areas of improvement as well as possible areas to eliminate.
Journey mapping can show how customers are interacting with your businesses, and this view can help you refocus, alter, and optimize your customer processes, as needed. This is just one more way to nurture a customer-focused atmosphere and deliver exceptional customer experiences!
If you’d like my help in mapping your customer’s journey with you, email me at Jill@JillClair.com and let’s connect.
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