To establish what is the Customer Journey Map and its benefits, you must first know some related concepts, so we recommend you to read the article What is a customer journey and why is it important?
When your company establishes its Customer Journey Map, it will help you review every step your Buyer Persona takes from the time they feel a pain point until they make a purchase and become loyal to your brand. It is like the sunrise, it becomes clearer and clearer.
When we know what our Buyer Persona does in each phase of the Customer Journey, we are establishing the journey map.
Once the journey map has been established, we can know what experience our Buyer Persona expects to get in each of these phases.
By knowing the expectations and experiences of our Buyer Persona in each phase of the Customer Journey, we have the opportunity to cover each of them.
In today’s article, we will see in detail what the Customer Journey Map is and its benefits for your company.
Benefits of establishing your Customer Journey Map
Imagine that someone is going to make a trip, and in each stage, he is going to do an activity, if you know each step that this person takes, you will be able to place in each of those stages what this person expects to find, so that, in the end, this person will be grateful for what you helped him and you will want to do something for you. In our case, the person who helps the traveler will get the sale. In short, this is what we hope to do by establishing our Customer Journey Map, to anticipate the customer’s needs and get the sale.
Below, we list detailed the benefits of establishing your Customer Journey Map.
- The customer becomes the center of the process, so he will feel cared for.
- The company can be empathetic with the customer by knowing their expectations at each stage of the journey.
- It allows you to establish the differences between our customer’s expectations and their experience with our product or service.
- It allows us to follow up on the customer’s experience at each stage and correct any deviation in time, which can lead to customer loyalty.
- It allows you to establish the different types of customers that your company has, as well as establish different strategies for each sector.
- Identify the phase of our process that needs more attention and establish the necessary changes to improve this phase.
- Strengthen the phases of your process aimed to give a good buying experience to your customers.
- It allows us to establish the necessary improvements to avoid the customer to stop buying our brand.
- It allows us to anticipate the customer’s needs to help them in their purchasing process and make them consider us as their best solution.
In short, the customer expects us to be by his side at every step of the process, not to abandon him at the end, but to listen to his experience in order to establish continuous improvement strategies.
