Customer journey mapping
Having a customer journey map empowers you to elevate the customer experience, boost customer referrals, and continuously identify key customer touchpoints.
Design your customer journey map with Performars.
What is a Customer journey map?
The Customer Journey Map is a visual storyline that captures all interactions customers have with a brand or product.
No customer immediately purchases a product upon first discovery. Customer purchase decisions are nurtured through multiple interactions at various touchpoints.
The Customer Journey Map encompasses the path customers take in deciding to make a purchase through different touchpoints with a brand. Customers engage and interact with the company, product, or service in sequential or non-sequential stages.
From the initial moment of discovering the brand as a potential customer, to conversion into a customer, post-purchase service engagement, repeat/cross-purchase, and brand advocacy, the Customer Journey Map expands.
Since the emergence of the Moment of Truth in the 1980s, the customer buying journey has evolved in marketing through Experience Blueprint, Moment Mapping, and now Customer Journey Mapping. In today's marketing landscape, it is essential to design to create brand advocates.
Expected benefits of Customer journey map
Through customer journey map design (customer journey mapping), businesses can directly delve into the minds of customers to better understand their processes, requirements, and perceptions.
Providing a delightful customer experience
Through a well-designed customer purchasing journey, customers who have the desired experience naturally see an increase in satisfaction. According to Aberdeen, brands utilizing customer purchasing journeys see a 24% increase in positive social media responses.
Increase in customer referral opportunities
According to research, 82% of people are highly likely to recommend brands that provide a fast and concise customer experience. By designing the customer purchase journey to reduce the time and effort customers spend experiencing the brand, decisions leading to purchases can be made quickly.
Discovering new touchpoints
Customers explore products/solutions and brands across various touchpoints multiple times before making a purchase. By designing the customer journey that leads to purchase decisions based on connections between touchpoints, we can understand the customer experience. This allows us to uncover new touchpoints.
Marketing, Sales, and CS Strategy Enhancement
By mapping out the customer buying journey, you can uncover the gaps between existing strategies and reality. Ultimately, it helps in developing and enhancing better marketing, sales, and customer service strategies.
Eliminating operational inefficiencies in marketing and sales costs.
By designing the customer buying journey, you can identify meaningless tasks or costs within the customer engagement process of marketing and sales. Through such discoveries, you can eliminate operational inefficiencies and save resources.
Customer journey maps are essential
When the customer purchase journey is well designed and managed, the sales cycle speeds up, associated costs decrease, and loyal customers increase, leading to more recommendations and cross-selling opportunities.
Increase in customer referral profit
Increase in Cross-Selling/Up-Selling
Shortern the Sales Cycle
Marketing ROI
Saving CS cost
Customer journey mapping process
Perfomars operates systematic procedures to design the customer journey map.
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