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Mapping the customer’s journey influence today’s businesses. From top brands tomid-ranged digital marketing companies, whoever is involved with inspiring and alluring customers to convert finds customer mapping effective. This visual data of the complete journey of a customer helps to improve the business.
By navigating your customer journey map, you will get the exact picture of the customer’s or the user’s experiences with your product or brand by checking all the touchpoints.
You can also call it a tracker of the customers or the potential buyers who showed interested in purchasing your product or service. Via chat support, social media interaction, or live chat sessions, tracking the customers is possible.
Companies never want to lose even a potential buyer through any crack. Later on, this data help businesses to optimize by working on that side that couldn’t impress the buyer. Today, digital marketing companies improve their branding and business optimizing services by following the customer journey map. Mostly, they have to work on branding and 100% customer experience & satisfactory customer service.
Effect of Brand Awareness & Brand Trust on Customer Journey
- For instance, a customer journey map for buying an air conditioner
- First, the customer will feel the need for an AC
- The customer can either considering buying a new one or can exchange the old AC
- Constant advertising of a favorite brand can hammer the customer & keep on influencing
- Would set a budget
- Would start researching online
- Will visit a retailer
- Can get allured by a different brand of AC offering better exchange rate or more discount
- Surfacing a confusion cloud where the customer has to fight with the liking towards the brand and the discounted price of another AC company along with some additional features.
- Getting more offers on EMIs by purchasing the AC of a different brand.
- Narrowing down the research
- Shattering all offers and buys the AC of his or her choice
Now, as the customer researched various brands and products and got influenced by the heavy discounts and additional features of other AC brands, yet this person chose to buy the brand of his or her choice by paying more. Here lie the benefits of creating a strong brand trust that influences many consumers out there.
Hereafter, the marketing & sales team of the other brands would look forward to work on this particular topic where they don’t have to lose a buyer.
4 Steps of Customer Journey Stages
Brand awareness
Becoming aware of your product/service is the first stage of getting acquainted with a new brand. In this phase, the customers come across a brand via social media, internet advertisements or threads run on TV and print media. These are the significant touchpoints that engage customers with the brands.
The comparison phase is important
Next is the comparison phase where the customer will compare the new brand with the other brands that are already ruling the market or the ones that the consumer already loves using. If you shop online, top e-commerce websites will show you a comparison chart that helps immensely in the decision-making process. Here the customer’s touchpoints will be the reviews, Q&A, testimonials, discounts, product demo, installation, webinars, knowledge-driven content, free installations, and other additional features applicable for consideration.
Buying phase
The buy phase is the most crucial phase for any brand when the customer finally decides to
initiate the purchase. They will either go online or visit a retail store to shop. Here, the touchpoints will be the omnichannel payment modes, checkout ease, easy and quick account creation process, log in via social media accounts, buying experience at the store.
Installation & End-Result
The installation or setup stage is another focus-point for any brand when the buyer can turn into a loyal customer. Therefore, you should offer the customer a free or fast installation/setup
and an excellent post-sales service. Complimentary annual services are offered by many exclusive brands of electronics, in particular, to win assure customer-friendly attributes and their concern for their loyal consumers.
Exclusive Benefits of the Customer Journey Maps
Identifying areas that failed to impress customers customer journey map is highly valuable for companies and brands. From startups to brands with a global reputation, they track the customer journey map to find out the areas that failed to impress the customers or the potential buyers or users to covert. They and their marketing team work hard
to improve their sales strategies so that they don’t have to lose a potential buyer by committing the same mistake in the future.
Understanding customer’s emotions
Understanding the emotions of the customers is very important for running a successful business. For instance, electronic manufacturers know how significant this issue has become with the advancement of technology. In many families, elderly persons can’t operate an Android TV or run a smartphone. Though the elderly people are not their target audience, these little things work hard on consumers. For instance, the old gramophone players are now obsolete and we love playing songs in home theaters or technologically improved music systems. If the manufacturers consider designing the systems in a less complex manner, perhaps the music systems will be loved by the elderly consumers.
Service & communication gaps
The customer journey map tracks if there is any service or communication gap-related issue occurred that lost the customer. Normally, online shops have live chat support. However, the sales representatives at the retailer’s store might have to doa better job next time to influence the customers by putting extra concentration. Friendly and amiable behavior impresses buyers immensely.
Enhance sales
By identifying losing customers by following the customer journey maps, companies can work on those areas and enhance their sales ratio.
Identifying optimizing areas
Digital marketing companies understand the customers better with the help of the customer journey maps. They get the opportunity to optimize those areas required to organically pull more traffic to their client’s website.
With better content marketing, product description, free sampling, better packaging, demo videos, and authentic customer reviews, impressing customers is possible