Why create Customer Journey Map?

Creating a customer journey map that includes all of the customer touchpoints a shopper interacts with on the way to making a purchase is vital for any business to optimize its sales and marketing processes. The objective of developing a customer journey map example is to have a visual idea of customers’ experience.

Customer journey mapping could start on simple excel sheets predicting the user’s point of view to a more comprehensive vision that describes an average customer experience. Start laying the foundation for your customer journey mapping process today with Q Glue. The visual illustration of the buying process will help you gain valuable insight into the customer’s intentions to buy or don’t buy from you.

How to create a Customer Journey Map

Since customer journey mapping is all about understanding your customer’s intentions and user experience while interacting with your brand, it is vital to attract new customers and maintain the loyalty of your existing customers.

Creating Customer Journey Map

1. Set the objectives for the map.

Before starting with mapping ask yourself; why you are making one? What are your goals? Who is it particularly about?

You may create a buyer persona with all of the demographics and psychographics of an average customer.

2. Sketch your personas with their goals.

Next, conduct research to get valuable customer feedback through questionnaires and user testing. Try to reach out to actual customers or prospects to define your personas.

3. Highlight your target customer

While creating your first map, pick your most common customer persona and consider the route they take while engaging with your business. Use a marketing dashboard to compare each one and find the best fit for your journey map.

4. List the touchpoints.

List out all the touchpoints your customers and prospects are currently using like Social channels, Paid ads, Email marketing and the Third-party review sites.

5. Analyzing the results

Analyzing the results helps you know the customer’s needs and pain points. It will help you in providing a valuable customer experience by finding solutions to their problems.

6. Make the changes wherever required

After analyzing the data, make the appropriate changes to your website to achieve your defined goals and reduce customers’ pain points.

Few real-life examples of Customer Journey Map

1. Starbucks

The Starbucks customer journey map follows a timeline style drawing the various touchpoints and a baseline that shows the potential areas and related emotions a customer experiences at each stage.

2. Spotify

Spotify is one of the most popular audio streaming services worldwide. It created a customer journey map that helped to determine where music-sharing features best fit into the customer experience.

2. TurboTax

Turbo Tax is a leading online software package for preparing taxes. They created a customer journey map to understand better the overall experience a customer on its new product Personal Pro, to see pain points that people experience and to understand how the product fits into the lives of those using it.

3. Amazon

Customer journey mapping is a vital exercise that can help E-commerce businesses like Amazon, which is one of the largest E-commerce shops in the world skyrocket conversion rates from all online shoppers.

4. B2B Customer Journey Map Example- Excel

This B2B customer journey map example is prepared using a simple Excel spreadsheet by breaking down the journey stage by stage and aligning each step with customer goals.

5. HubSpot

HubSpot includes the various stages of the journey with a longer sales cycle. It also breaks down the stages into sub-stages to dig further into the customer’s mindset.

And to conclude