Find tangible, actionable opportunities to improve the customer experience.
Are you aware of the most pivotal moments in your customer’s journey – the moments where a business can convert their target audience into customers, or for existing customers, better their overall experience?
Brands should be able to ensure they’re meeting customer expectations and provide a meaningful experience across all touchpoints in the customer journey or buying cycle. Every business can do this better with customer experience journey mapping or journey mapping.
Journey mapping is the process of digging deeper into the interactions a business has with its customers across all touchpoints – analyzing those interactions to uncover customers’ thoughts, feelings, and behavior at each stage. The “map” that is created can be used to optimize all parts of the customer’s journey and identify issues that may be interfering with conversions or negatively impacting their experience. To truly understand the journey mapping process and put it into practice, read on to learn more and discover how your organization can benefit.
Customer experience journey mapping is a comprehensive view of all the interactions or experiences customers have with any aspect of a company. It can encompass the entire brand experience, or be limited to any specific department, product, or service experience. The goal of this analysis is to identify what, if any, systemic issues there may be with the customer journey and experience– and to find tangible, actionable opportunities to improve the customer experience.
As you can imagine, this is a lot of data. Below are a few examples of what might be tracked and analyzed – including a customer’s thoughts, feelings, and actions across their journey with your brand:
Due to how extensive journey mapping is, there are many strategies, tools, and techniques that help professional researchers gather all the necessary data. A few include:
Four benefits of customer experience journey mapping that any company can derive value from, regardless of their size, industry, and what products and/or services they provide.
With how much data there is to gather, analyze, and then combined into one visual, customer experience journey mapping can be a difficult undertaking for any company. Paragon’s journey mapping services can help. We’ll tailor your map to the level of detail you need to achieve your goals. Contact us today to find out how our journey mapping services can help you deliver amazing customer experiences!