Customer Journey Mapping: The Path to Loyal Customers

By Robert M. Keay

Customer Journey Mapping: The Path to Loyal Customers

There are many things that take place between the time a customer becomes aware of a product and the time they buy it. In some cases, they don’t even buy it at all. Every customer’s journey with a company is different, which is unfortunate for companies that wish they could simplify things. This is where customer journey mapping comes in.

This is a way for an organization to map out all possible actions that take place between the first and last step of a purchase.

Here are some ways to successfully map out a customer journey.

Identify the overlap between the customer and your company
If your company makes headphones, your goal is most likely to sell as many headphones as possible. However, a single customer would probably only need one pair of headphones. You must find where your goals overlap and target that moment when your customer becomes aware of your product. This will help you to create better marketing campaigns that appeal to a wider audience.

Focus on communication
In today’s world, there are many forms of communication between businesses and people. Phone calls, social media posts, and commercials are all forms of communication that can help facilitate businesses. Use all of these to your advantage, as a mixed marketing strategy will help you to gain as much exposure as possible, making your customer’s journey that much easier.

Solve Problems
Every customer has a problem that they are trying to solve, and it is up to you to solve it. Find out what the pain points are in your customer’s journey, and try to come up with a plan to alleviate that. When you have a better understanding of your customer, you will be more able to provide the products and services that they need.

Create a visual map
Think about the journey that the customer goes on from the time they identify a problem to the time they buy your product. Don’t just write down the steps, but visualize them. This is not usually a straight path from point A to point B. There are many things that happen in between, making it more like a rollercoaster. Mark all of these things down on a map so you can better understand how your customer feels throughout the process. When you can think like a customer, you can come up with a better strategy to reach them more effectively.