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.


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