{"id":5465,"date":"2022-09-13T16:44:30","date_gmt":"2022-09-13T09:44:30","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=5465"},"modified":"2024-07-31T14:03:29","modified_gmt":"2024-07-31T07:03:29","slug":"manage-customer-journeys-with-customer-journey-maps","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/cx-ex-loyalty\/manage-customer-journeys-with-customer-journey-maps\/","title":{"rendered":"Manage customer journey with customer journey map"},"content":{"rendered":"

You wonder why customers spend so much time clicking to add your product to their shopping cart? Or why customers have to go through dozens of steps to get from point A to point B, when you think it's incredibly simple? No matter how many questions you ask, the root cause stems from your lack of understanding of the customer journey.<\/span><\/em><\/p>\n

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What is a customer journey?<\/strong><\/span><\/h2>\n

Customer Journey<\/strong>\u00a0is the synthesis of the customer's interaction with the business to achieve specific goals.<\/span><\/p>\n

Today's consumers interact with businesses in ways that are difficult to define. From generating demand and brand awareness through digital media or word of mouth, to making purchasing decisions and post-use evaluations. It is all a complex process involving many steps.<\/span><\/p>\n

These are not things you can assume or predict based on subjective thinking. Subjective thinking can lead you to make mistakes in your decision-making. The best way to understand your customers is to survey them and create a\u00a0customer journey map<\/a><\/span> specifically for your business. In this article, Bellsystem24 Vietnam will explain everything you need to know about the customer journey and how to create a Customer Journey Map.<\/span><\/p>\n

Customer journey map.<\/strong><\/span><\/h2>\n

A customer journey map is a visual representation of the process customers go through to achieve their goals with your business. With a customer journey map, you can\u00a0understand the motivations, drivers, needs, and pain points in the purchasing process<\/strong>\u00a0of theirs. The best way is to turn what you envision into a diagram filled with useful information!<\/span><\/p>\n

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Customer journey map template for the E-Commerce industry<\/em><\/p>\n

This way, you can understand the structure of touchpoints to create an effective business process that suits your customers. The customer journey map outlines your current process. It shows the customer's journey from the first touchpoint to the last to see if they achieve their goals. If not, you can determine what to do to improve.<\/span><\/p>\n

For this reason, managers often use various methods to illustrate the customer journey, from simple notes to Excel files or infographics. However, the most important thing is that the map must be easy to understand and effective to use.<\/span><\/p>\n

Why is the customer journey map important?<\/strong><\/span><\/h2>\n

You might tell yourself: \"This doesn't seem necessary for me. We understand our customers' needs and pain points.\" This may be true at a basic level.<\/span><\/p>\n

However, if you break down the customer journey into stages, you will uncover a host of hidden issues that you were previously unaware of. This helps you identify ideas, organize each step with clear objectives, and restructure touchpoints to maximize operational efficiency (helping customers achieve more of their goals).<\/span><\/p>\n

1. Understand customer insights.<\/span><\/strong><\/span><\/h3>\n

If you don't understand the customer journey correctly, you probably won't understand customer demographics, psychology, and behavior correctly either. This is a waste of the time and money you invest in activities.\u00a0customer care<\/a><\/span>\u00a0of your own because you are targeting too broad an audience. Researching customer needs and pain points helps you paint a complete picture of their shopping journey, understand who they are and what they want, and thereby focus your resources on targeting more accurately.<\/span><\/p>\n

2. You can implement Inbound Marketing.<\/span><\/strong><\/span><\/h3>\n

Instead of implementing outbound marketing activities by spending tons of money on advertising and annoying viewers. Now, the customer journey map helps you gain a solid understanding of customer insights, know what is useful to them and what excites them, thereby providing a solid foundation for implementing effective Inbound Marketing activities that target the right audience at a much lower cost than Outbound marketing.<\/span><\/p>\n

3. Motivate all employees to focus on a specific group of customers.<\/strong><\/span><\/span><\/h3>\n

As your company grows, it becomes difficult to coordinate all departments to focus on specific customers. Different departments will view issues from different perspectives and handle tasks in ways that may not align with what customers truly want.<\/span><\/p>\n

How to create a customer journey map.<\/strong><\/span><\/h2>\n

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1. Set clear goals.<\/span><\/strong><\/span><\/h3>\n

Before you dive into creating a map, ask yourself right from the start: Why do you need a customer journey map? What is the goal of this map? Who does it refer to? What is the map based on?<\/span><\/p>\n

Based on this, you can create a\u00a0Buyer Profile<\/strong>This is a fictional customer with all the demographic and psychological characteristics representative of your actual customers.\u00a0<\/span><\/p>\n

2. Define action goals from Personas.<\/span><\/strong><\/span><\/h3>\n

Next, conduct Buyer Persona action research. A great and easy way to obtain accurate information is to conduct user testing surveys. Reach out and survey current and potential customers using a pre-built questionnaire.<\/span><\/p>\n

You can ask questions such as:<\/span><\/em><\/strong><\/span><\/p>\n