What is Customer Journey Mapping & Why is it Important?

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The Importance of Customer Journey Mapping
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• Getting into the minds of your customers has long
  been the ultimate goal of business owners, but as
  any marketing professional knows, thats a
  challenging prospect, and a continually moving
  target. Once you think youve got their every
  want and need accounted for, new technology,
  preferences, and buying trends emerge.
• You may wonder why a customer spends so long
  browsing your selection and adding products to
  their cart just to close the tab, or why its
  taking your customers several steps to get from
  point A to point B when it should only take one,
  a step which youre UX manager has assured you
  are clearly established and vetted.

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• Defining customer needs, problems, and
  interactions with your company may seem
  overwhelming and at times. However, understanding
  every customers experience at each stage of your
  brands customer journey is crucial for turning
  data insights into long-term improvement
  strategies.
• Creating a customer journey map is one of the
  most concrete methods to help your brand
  visualize how customers feel and what they
  experience at all brand touchpoints so you can
  avoid potential issues ahead of time, thus
  increasing customer retention, and discovering
  key information to make the best decisions for
  your business.

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What Is a Customer Journey Map?

• A journey map lays out all touchpoints that your
  customer may have with your brand from how they
  first heard of you through social media or brand
  advertising, to their direct interactions with
  your product, website, or support team and
  includes all of the actions your customer takes
  to complete an objective across a period of time.

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• A customer journey map is a visual storyline of
  every engagement your customer has with your
  service, brand, or product. The creation of a
  comprehensive journey map puts you directly in
  the mind of the consumer, so you can see where
  you may be missing the mark, what you are doing
  right, and where you can make improvements across
  the customer lifecycle. There are numerous
  long-term benefits to establishing a customer
  journey mapping practice and the data mining that
  can result. Here are some examples of those
  benefits.

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1. Take your teams out of silos

• Its common to find organizations operating in
  silos even the most successful brands can find
  themselves using different customer data
  platforms in different departments that dont
  share or cross-reference intel, and while they
  might be able to function, they find themselves
  in a limited position, and not obtaining the full
  360-degree picture they could have of their
  customers. The resulting problem is fragmented
  internal processes like these can often lead to a
  fragmented customer experience, and that will
  eventually lead to lost clients.

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• But adopting a customer journey map approach,
  your organization will be able to see how all
  departments within your organization work
  together to address the needs of your customers.
  In fact, customer journey mapping not only brings
  your departments together but also crafts an
  all-encompassing view of every customer
  interaction. This in turn allows you to build
  detailed customer profiles, based on a mix of
  engagements across channels. Even after a
  purchase has been made, the data can be used to
  maintain engagement and even cross-sell or upsell
  relevant products.

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• Your customers want an enriching and seamless
  buying experience. Repeatedly. By mapping your
  customers journey through every department
  touchpoint and taking your teams out of silos,
  youll be in a better position to make this
  happen. You also remove unnecessary friction that
  was once scattered across departments, in turn
  creating a better environment for innovation and
  growth. By pairing rich content intelligence with
  unique customer data, you can ensure that you
  always deliver the right content, at the right
  time, to the right individual.

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2. Step into the shoes of your shoppers

• A recent McKinsey study unsurprisingly finds that
  companies that consistently deliver the
  best-in-class customer experiences grow faster
  and more profitably. But, if its so important,
  why do so many brands still miss the mark? Many
  brands can be quick to convince themselves they
  deliver a superior customer experience based
  upon long ago established KPIs that might give a
  picture of the current status quo, but dont
  provide any insight into the future. The sad
  truth is that the breakdown between what a brand
  thinks and what its customers think can often be
  a critical issue a make-or-break scenario. And
  its more than a delivery gap. Its a customer
  empathy gap.

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• Many brands still forget to include the emotional
  factor into customers experience, yet in todays
  CX focused world, its more important than ever
  to understand customer emotions. Most brands
  today compete on value, not price. Providing
  exceptional experiences ensures you stand out.
  Incorporating the emotional state of your
  audience into customer journey maps allows you to
  step into their shoes and drive action from
  this empathetic insight.

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• Customer journey mapping enables you to better
  understand how a customer is thinking and
  feeling, in turn allowing you to raise emotions
  at key points in the buying journey. Similarly,
  journey maps can help you to pinpoint moments of
  truth or moments of delight and make them a more
  enjoyable experience for your customers. Know
  more about importance of customer journey mapping
  please visit our blog here
• https//www.groupfio.com/the-importance-of-custome
  r-journey-mapping/