10 steps to creating your Customer Journey

10 steps to creating your Customer Journey

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!

Create a Customer Journey Mapping Tool

File Size – 1.59MB

Step #1 – Follow the 10 Steps

1: Avatar

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?

4: Research

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.

7: Prioritise

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!

9: Testing

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!

Create a Customer Journey Mapping Tool

File Size – 1.59MB

Keep us informed and let us know how you get on by commenting below…

Create a beautiful online experience

Keeping your website up to date shouldn’t be a chore nor should it be ignored. When you visit a website that has information which isn’t up to date even by a month your confidence in that company drops, thoughts going through your mind are;

  1. Are they still going?
  2. Mustn’t be successful or wanting to grow
  3. They obviously can’t be bothered

And its natural to think if they can’t be bothered why should I be? I don’t want to have to trawl the Internet for information on them unless this item/product is rare and that I MUST have it.

Most business owners know that having a website is essential for the company, not only to backup what you do but it’s also there to make sure people can find you. In fact, a website is much more than that! It’s a place where you should share experiences others have had with you and the experience of working with you and your company. A website should not be built but it should be “created” and moulded into a marketing tool that helps you sell your company to the audience you want to attract.

“Create a beautiful online experience” – Randy Zucherberg (iStrategy 2012; Amsterdam)

Design the journey you want the audience to take. Move them through the website by clicking on various links. Get them to read pages, posts and testimonials and look at images to make them think about things.

13% more people buy when images and words are together!

When designing your website always have in mind; “What the end goal?”. Is it to get the user to fill in a form? Pick the phone up? Book an appointment with you? Whatever outcome you want, you need to guide them to it and all things related to it.

By keeping your site up to date and engaging you will do 4 things:

  1. Evolve the website together with the company, brand and ethos
  2. You will be found more easily
  3. Keep your visitors coming back to see more
  4. Create something that is similar to the face-to-face experience

All I hear is, we want more hits to the website, people commenting on our blog posts, more emails from people interested in buying from us as well as being found naturally for the right keywords.

When creating this experience, remember it is for your audience to ‘walk past’ your on-line ‘shop window’, get to the next step and ultimately buy from you – make it easy for them and enjoyable!

Article written for The Edge Magazine (2012)