Imagine…. You’re in the car, you know where you are going but get lost along the way because you have taken a wrong turn and didn’t realise where you were? OR you’ve got in the car, set the Sat Nav to your destination (it has found it) and you still didn’t get to where you needed to be?
A brands customer journey can be the same…
Here are 10 steps to help you create your perfect customer journey AND we have a download for you to print off and help you make a start TODAY!
File Size – 1.59MB
Step #1 – Follow the 10 Steps
WHO is your perfect client? This is an answer you should know and if you don’t this is the first place to start! Before you can begin your customer journey you MUST have and understand your buyer’s avatars!
Ask Amanda for a copy of our “Define your Audience” Spreadsheet!
2: Goals for your Avatar
What does your Avatar hope to achieve as they experience EVERY step of the journey you are about to take them on? Conduct surveys and interviews…
3: Goals for Products/Services
What are the business goals for the products and services you provide and the specific goals for a customer journey?
Research can cover several areas; your client, your product/services, customer support and complaints, analytics social listening and competitive intelligence.
5: Touch Points
Mapping touch points is where your potential or current customers encounter your business BEFORE, DURING and AFTER they buy something from you!
6: Empathy Review
This is where you depict your clients FEELINGS during the experience they are having during one of your touch points.
At this point it’s time for you to prioritise your website pages and work out WHICH are the best to review, optimise and test to see where they are getting stuck!
8: Timeline Creation
It’s now time to put all client journey together: start with each touchpoint and the channels, emotional highs and lows, and use all the data you have collected to improve your future customer journey!
Now it’s time to roll out journey and A/B Test it! Knowing what to test first depends on how well you know the data collected and understanding where you’ll get the biggest gains with the least amount of effort.
10: Review and Refine
Now that you have tested you need to measure your success AND non-success. If your journey isn’t working or you’ve noticed a shift do something about it. Go back to Step 8 and follow the steps!
11: SHARE with your Team
Evaluate how your current journey has worked, the differences and what YOU and your team now need to do to create the new experience for your customers.
Step #2: Download and fill in the Customer Journey Mapping Tool
We have a document that you can download and print so you are able to start that journey today!
File Size – 1.59MB
Keep us informed and let us know how you get on by commenting below…