When customers land on a website to buy a product or service, they have a lot on their mind. Some people expect to quickly find the product that’s on their mind, while others do a thorough research before buying a product.
Well, not only that. Some end up being fickle-minded and get off the ground without a product. Here’s how to create an effective travel map for your customers.
Falling into the “absolutely no product” category makes it all the more important for marketers to deeply study individual customer-mentality and learn how to build their customer’s personality.
That’s why experts recommend to study the situations from the point of view of the client; To guess what their next course of action will be. Only then can a marketer get answers to the following questions:
When someone is looking for a solution to a problem, what is its basic purpose?
Why did the customer choose your competitor over you?
How did they feel the first time they used a product?
This will allow you to create a message that instantly grabs attention, and eventually work on creating a customer journey map. But apart from answering these questions, you need to follow the steps below to create a travel map successfully.
understanding your customers
Do you come across a lot of questions when trying to understand your customers?
Well, these questions arise when you do not understand the personality of your customer as their journey starts with your brand.
But to know that, to answer your “how to create customer journey maps” question, you need to understand them first. And once you get to know them well, mapping the customer journey becomes easy too.
In this section, we’ll help you understand your customers in four easy to follow steps. So, let’s dive deeper now!
Step #1: Gather Key Data
Did you know that 68% of customers prefer version A to version B?
But you will know this only when you understand who your customers are.
Therefore, to understand customers, you need to collect important data about them. For this use channels like:
Landing page performance data.
Customer support ticket received through help desk software.
Incoming customer support chat.
CRM data such as customer name, email address, products or services purchased so far, etc.
Search history of the Knowledge Base repository.
Customer behavior data through an analytics tool.
Current social media activities.
This kind of data helps your business answer the questions mentioned above and from there helps you optimize and build a customer journey map.
Step #2: Talk to Coworkers
Another way to get to know your customers is to communicate with your coworkers who are in customer-facing roles every day. Communication with colleagues can include your support, sales and marketing team insights on customer behavior during the product buying journey.
While it may sometimes seem like a vague endeavor, experience helps organizations understand customers better. Those facing customer requests every day would know:
Your target audience is better.
Into how many stages should the customer journey be divided?
How can customers end up during the support, sales, or marketing process?
Step #3: Send Survey
Capture qualitative and quantitative data through surveys to get an overall idea of the mindset of the customer. For this, send out customer satisfaction surveys and even Net Promoter Score (NPS surveys – such as Qualaroo.com) to see where your brand stands.
Basically, the more data you collect, the more clarity you get about customers. And thus, building the personality of the audience becomes easier. In addition, you get to create a seamless customer journey mapping process.
Step #4: Develop a Target Audience Persona
With all the data in hand, time to develop the personality of the target audience. You can create personalities like.
This is not a guess; You can build viable individuals with the quantitative and qualitative data you collect. Once you create these personas, it is easy to reach your target audience with effective marketing campaigns, which lead to increased sales.
Understanding what customers go through
You understand how customers are identified and what influences them as they interact with your brand. It is time for you to deeply understand their pain points.
91% of customers who are unhappy with a brand will leave without complaining – this is important to note.