Gather unique perspectives and insights about each part of the existing customer journey and where improvements are needed, and how those improvements will be measured. To set a logical and attainable goal, cross-functional teamwork is essential. You will likely need to identify existing-and future-buyers so you can set goals specifically for those audiences at each stage of their experience.Ĭonsider gathering the key stakeholders within your company-many of whom likely touch different points of the customer experience. Without a goal, it will be difficult to determine whether your customer journey map will translate to a tangible impact on your customers and your business. If you aren’t sure what your personas or scenarios might be, gather some colleagues and try an affinity diagram in Lucidchart to generate ideas. Although you may target multiple personas, choose just one persona and one customer scenario to research and visualize at a time. How to create a customer journey mapĬustomer journey maps can become complicated unless you keep them focused. Making the investment to map your customer journey and solidify that process as part of your company’s DNA can result in significant advantages in your competitive landscape, making your solution the go-to option that customers love. Yet, according to Hanover Research, only 47% of companies currently have a process in place for mapping customer journeys.
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