Understanding your customers better so that your marketing matters to them!
Understanding how customers do business with you and how they interact with your brand, product and/or service is key. Are there any loopholes, gaps or rabbit holes in how your customer engage with your business.
Customer Journey Mapping is a virtual process that strengthens your marketing focus and can assist in offering solutions on how to improve your strategy and marketing tactics.
This aim is to help companies work smarter not harder to improve ROI.
The importance of Customer Journey Mapping
Understanding the customer’s perspective:
By understanding the customer’s perspective, businesses can identify areas where they can improve the customer experience.
Optimising the customer experience:
By mapping out the customer journey, businesses can increase customer satisfaction and loyalty.
Aligning with customer needs:
By understanding the customer’s needs and expectations at each stage of the journey, businesses can align their offerings and messaging to better meet those needs.
Improving marketing effectiveness:
Better allocate marketing resources and improve the effectiveness of marketing campaigns.
Supporting decision-making:
By having a clear understanding of the customer journey, businesses can make more informed decisions about how to allocate resources and prioritise initiatives.
Elements of Customer Journey Mapping?
Defining Customer Personas
The first step in customer journey mapping is to define the different types of customers that interact with the business.
Identifying customer touchpoints
The next step is to identify all the touchpoints that customers have with the business.
Mapping the Customer journey
The customer journey is then mapped out, typically in the form of a visual representation, such as a flowchart or diagram.
Analysing the Customer Journey
Once the journey is mapped out, it’s important to analyse the customer’s experience at each touchpoint.
Making improvements
Based on the analysis of the customer journey, the business can then make improvements to the customer experience.
INSIGHTS
Increased customer retention:
A study by Adobe found that companies with a strong customer journey management program have a 54% greater return on marketing investment and a 24% increase in positive social media mentions.
Improved customer experience:
A report by Salesforce found that 80% of customers believe that the experience a company provides is as important as its products or services.
Increased revenue:
A study by Aberdeen Group found that companies with a strong focus on customer journey management saw a 17% increase in revenue year-over-year, compared to a 3% increase for companies without this focus.
Improved customer loyalty:
A study by McKinsey & Company found that companies that focus on the customer experience across all touchpoints have a 70% chance of retaining customers and a 30% chance of upselling to them.
How we work
We keep it simple. Our goal is to give you the best experience by choosing to work with us. We are more about people than lengthy paperwork.
Contact us today
Initial Meeting
Let’s get together for an initial chat to see if we are the right fit for your business.
Discovery Session
We take a closer look at the challenges and opportunities of the business and provide you with some insights and feedback.
Proposal
We will provide you with a proposal for your perusal.
Let’s get to work
On acceptance of the proposal and signing of all the important paperwork we will commence working on your strategy.
