Customer Journey Mapping

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Customer Journey Mapping
The First Step To Double Your Profitability

What is Customer Journey Mapping?

Customer Journey Mapping as a powerful way of visualising the customer experience, from the customers’ point of view.

Without understanding what is going on in your customers’ minds and how they make their buying decisions, no amount of push marketing is going to successfully attract the right type of customers to your door.

Our answer is simple… create your own unique Ideal Customer Experience from a customers’ point of view and then use technology to leverage up to (and in some cases more than) 80% of that experience.

This is how you can attract the right type of customers and save a whole lot of time as they fall effotlessly through your perfectly designed sales conversion process.

Enterprise Marketing Automation

Why is Customer Journey Mapping Important?

Customer Journey Mapping is Powerful!

A Customer Journey Map puts the customer front and centre in the organisation’s thinking. It’s so easy to get caught up in the way you think things “ought to be”, however this is not always the reality of what you are dealing with.

A Customer Journey Map is an ongoing reminder to consider the customers’ context. The customers’ questions, feelings and goals will change throughout their journey, and you need to be aware of that so you can pre-empt the ideal responses ahead of time.

In short, a Customer Journey map helps  you to highlight gaps or shortcomings in any or all of your customer touch points. This shows management where the business is failing to meet the needs and expectations of its customers and then provides the context and clarity on what and how to improve.

Online Marketing Automation

How Do You Do it?

Holding a Workshop

The first thing you need to do is to arrange a Customer Journey Mapping workshop. To create a customer journy map on your own is a mistake as you won’t have all the input required to accurately identify all the touch points, feelings and the decision making processes.

You need to be asking all stake holders the right questiions in the right way to elicit the best outcome possible. Ideally you would also include your customers.

You can create a high level map or you can create a micro step map that pinpoints every single step, feeling and action that your ideal customer takes towards purchasing from you.

Both are useful, however, the uses for each vary, so it’s important to decide what you want to achieve and what you want to be able to achieve once your mapping is complete, before holding a workshop.

There’s No Right or Wrong!

There is no right or wrong way to produce a Customer Journey Map. Typically, it will be some form of an infographic or flow chart with a timeline of the user’s experience. But it could be a storyboard or even a video.

The important thing is that it should not be overcomplicated and it shouldn’t try to emulate the hundreds of different ways a customer might decide to do business with you.

It is not meant to map every minute aspect of the customer’s experience. Instead, it should tell a simple story to focus people’s attention on the customer’s needs at crucial stages in the buying journey.

At a glance, people should be able to see the critical touchpoints that a customer encounters. It should remind the key people in your business that the customer’s needs must always be at the forefront of their thinking.

Sales and Marketing Automation

We’re here to help…

We’ve been mapping customer journeys for over twelve years.

We also help businesses develop an Ideal Customer Experience based on the oputcomes of the mapping workshop. From there we are able to automate up to 80% of the entire process without lessening the experience a customer has with an organistaion.

So if you’re not sure where to start or if you’d like a professional leading the way…

Want Better Conversions on Your Landing Page?

Convert More Visitors Into Enquiries with our 21-Step Landing Page Audit Checklist - GRAB YOUR COPY NOW!

Enter your details below

“If you keep doing the same things, you’ll keep getting the same results!”