How Customer Journey Mapping Helps in Improving Website Traffic and Conversions
Ever wondered how your customer experiences your brand? Ever thought of trying to fit into your customers’ shoes and understanding the pain points they must deal with as they interact with your business? It is imperative that you, as a business owner, interact with your brand and understand what your customers and any potential leads would feel as they interact with your brand.
Customer Journey Mapping allows you to know about the customers’ pain points and how you can improve the customer experience. It is the best way to visualize the customer experience. Customer Journey Mapping is often a representation of a typical experience of your customer’s persona. It tracks the customer’s experience over time rather than a one-time snapshot of a single interaction.
Mapping could be as simple as writing out these goals on sticky notes, pinned notes on notice boards to complex databases that track experiences and behavioural trends over time. Notably, customer journey mapping is not something that you achieve in a day; it is a process and one that you commit to with great diligence. Though it might take some time, it is a process that is worth investing in. It allows you to fix the pain points in your business which in return makes your brand more user-friendly and ultimately conversions also rise.
However, customer journey mapping is not always a 100% representation of the real experience but rather it provides insights into the customer’s journey. Any process that is meant to visualize a customer’s persona is prone to error, and some people are also outliers. Therefore, having a one-size-fits-all model and mentality as you generate your customer map, will only leave you disappointed.
Customers always want to have a seamless and effortless experience with a brand. They want to have their information remembered so that they do not have to keep volunteering the same details over and over to the same brand. Such tiny details put off a customer. As a business owner strive to have some things on lockdown. Customers come into contact with your business in different ways. It could be through referrals, marketing or social media. Strive to make sure that none of your customers slip through the cracks. Map out every touch point and see what needs improvement, all to the benefit your customer.
Before you start on customer journey mapping, you should define what your consumer sweet spot is. Your consumer sweet spot is when your brand hits the right emotional chords with its target audience. It happens at the intersection of business goals and customer needs. Once this is defined, it is easy to start your consumer journey mapping. Your consumer sweet spot allows you to fully visualize the persona of the customer and create something that is friendly and meets his needs.
In the tech world, user experience is one way to build on your sweet spot. Customer Journey Mapping will allow you to know what areas to improve on your website or your app and making it friendly. Enhancing user experience will be a magnet to your site and your business. We have dedicated lots of time in learning and developing websites and apps that are keen on being user-friendly. It is a niche that we pride ourselves in. UX application is something you should consider and integrate as you map out your customer journey, especially in this age where everything is done behind a screen.
Fiona is a content writer. You can check out her blog: allthingsprecious.wordpress.com