Creating a customer journey map can be one of the best ways to make sure that your interactions with your clients are successful and that they achieve the results they want. Outlining what you want to accomplish and how you plan to retain them can have a number of different benefits, such as enhancing the customer experience, generating repeat business, and more.
Here are four things you might want to include when you are putting together your customer journey map.
1. Customer-centric philosophy
Before you even begin the process of onboarding your customers, you should make sure that your entire team is intent on helping them. They should have an understanding of whom they will be assisting, pain points, and more. It’s worth it to sit down and discuss all of this with your employees so they know how to approach certain problems that might come up, as well as be able to view your company with a customers-first approach.
2. An idea of your ideal buyer
Part of the customer success journey is knowing who your buyers are in the first place. This might include creating personas in order to determine what their main motivations are, which struggles they are facing, and more. The closer you can nail down your personas to those who plan on purchasing your product or service, the more likely you will create materials that will help them and will increase customer satisfaction. This is often an overlooked part of the process, but it can be instrumental in client retention and developing your company culture.
3. Service blueprints
Service blueprints get down to the nitty gritty of how a customer interacts with your company. This could be how they navigate the process of signing up to work with you, the experience they have with your product or service, as well as user interfaces and terms and conditions. These are usually created a little further along in the process, but they can be absolutely necessary when you want to create a quality experience for your customers. There’s a lot to think about when it comes to service blueprints, so taking your time to make sure they are in order is well worth it.
4. How your customers find you
Of course, how your customers find you in the first place can shape their experiences with you. Whether it is through social media, SEO, ebooks or white papers, or something else entirely, each customer is going to have a different stage of familiarization than others. This is why you will probably want to create educational materials that cover almost everything, whether this includes a FAQ page, videos, or some other way to convey what you do and how you can help them.
By putting in the effort to create a customer journey map, you’re making it much easier on your company to identify the most common issues your client faces and how you can help. It also simplifies everything for you and your team, as well.