Monday

The Customer Journey

"Every journey starts with a single step". We have heard this saying time and time again, and we know it to be true. However, we almost never hear about the end. Every journey, also has an end.

Have you planned your customer journey? From that first step, to the very end. 


Customers need to know how to start their journey with you

  • Where should i start? 
  • What should i do first? 
  • What information do i need to proceed?
These are questions customers ask themselves in a matter of seconds. You MUST answers these, or you will have no customer.

You need to create a road map. As customers navigate their way from exploration to action they need to know how to take each subsequent step in the process. Your job is to provide instructions, guides, and live assistance (if you can), so that the outcome or end is reached. At the beginning of the journey the customer may be unsure of the outcome, but they at least have a direction in which to head. As they journey towards the destination, a positive experience will help to refine the characteristics of the final goal whatever it may be.


Take the time today to MAP YOUR CUSTOMER JOURNEY, and know that this is not a one time thing. You will always be visiting your map and asking yourself at every stage, is this step in the best interest of my customer? The information generated through the process of customer journey mapping can be used to help you design and deliver better customer services.


The Map

Your customer journey map should include these main headers
  1. Awareness
  2. Discovery
  3. Attraction
  4. Interaction
  5. Purchase
  6. Use
  7. Cultivation
  8. Advocacy
Most people and business stop their map at Purchase, and this is the biggest mistake we have seen. DON'T make this mistake. The last three steps will define you as a leader in your industry.


You can get more great tips, white papers, training at The Customer Service Club, and it free to Join
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5 comments :

  1. nice post such a great article...
    This is not all about give your business more professional image but provide your customers the confidence so they can choose your services.

    ReplyDelete
  2. great content, and the excellent point of view on the topic.
    and the great flow chart.
    thank you for sharing it online with us..

    ReplyDelete
  3. If you are a business person and want to increase your business, customer satisfaction is a key point to grow our business, thank you mate for a great article published by you.

    you included everything in customer journey map.

    ReplyDelete
  4. Nice blog post..
    thank you for sharing business strategies for customer satisfaction..

    ReplyDelete

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