Customer Journey Map: how to understand the customer

In the last article , we touched on the topic of the Customer Journey Map. And now we are going to tell you more about what the user journey is and. How the map can help in analyzing the target audience. To understand the client. You need to anticipate his steps and actions. Customer Journey Map (translated from English as “customer journey map” is a way to visualize the user’s movement along. The marketing funnel, from the moment of the first contact with the brand to the completion of the target action. At the same time, unlike the sales funnel. Where only the actual steps of the buyer are drawn from. From one stage of the funnel to another. CJM is compiled from the perspective of the client and helps us look at the product. Through his get a indian phone number: understand his goals, motives, expectations and barriers before buying.

The main stages of building a Customer Journey Map

Research – collect information from various sources. You can collect data using questionnaires, web analytics, social media surveys, communication with sales managers, etc. You can also build on your experience – test the product and write down your emotions. Therefore, Definition of touchpoints (points of contact) or interaction channels – to determine the points of contact between the client and the brand. The client can interact with the product in various channels: contextual advertising or advertising in social networks, on the website, in the brand’s corner or with bloggers, email newsletters, word of mouth, etc. All options must be entered on the map. Therefore, Next, you need to form the main messages for each stage of communication, regardless of what format it will be – targeted advertising or posts.

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How to build a Customer Journey Map

Moreover, Step 1. Describe the key segments We select the key segments of the target audience for which the user path is being created. We describe these segments in detail, for example, through persons. A persona is a collective image of a client, where his age, profession, interests and preferences are indicated. A separate card is drawn up for each person. Example. Moreover, Nadezhda is 25 years old, loves experimenting with bright lipsticks, follows make-up trends and is subscribed to top makeup artists. 6.png Step 2: Build Custom Scripts Describe the goals, thoughts, and actions of the client at each stage of the funnel. Define brand goals at each DV Leads. Define touchpoints (points of contact with the brand). Identify user barriers and drivers. Generate recommendations for each stage of the funnel.

 

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