A customer journey map is a way to understand the process a customer goes through while interacting with an organization. It includes all stages of the interaction, from the first contact to the final purchase and beyond.
An example of a customer journey map is the way customers interact with an organization’s website. It includes what information they need to make purchases, the series of decisions they have to make before checkout and more.
There are benefits that arise from mapping these customer interactions, such as improved customer experience and sales.
Example Of A Customer Journey Map
In any example of a user journey map, the way a customer interacts with an organization is always the focus. It charts the interactions chronologically and includes all touchpoints a customer may have. These might include:
- Web pages that need to be navigated to get to a product page
- In-store routes consumers are likely to take
- The call center service experience from a customer perspective
Any process where a customer interacts with an organization can be mapped and then optimized.
Why It’s Useful
Studying an example of a consumer journey and then creating one for an organization can help determine what information a customer needs to make their purchasing decision. It highlights at which steps in the process they may encounter problems. The experience can then be designed better.
Comprehensive examples of journey mapping allow businesses to assess where informational gaps exist. These need to be filled or else customers might get lost during the purchasing process. It helps also to tailor sales efforts, leading to more sales being closed either online or in person.
There are several benefits that can arise by following examples of journey mapping. Let’s break these down in more detail:
Identifying Areas Of Confusion
Identifying where customers become confused and don’t know what to do next is an example of a customer journey map being put to use. This can be very helpful to reduce errors and increase sales.
Improving Customer Experience
Providing better customer service can help increase satisfaction and decrease the number of calls to the support center.
Selling More Effectively
Sales efforts are more fruitful when a customer journey map is used to better understand what customers need. The map can determine which products or services have a higher rate of conversion.
The customer journey map is useful in an array of industries when used with other processes and tools to optimize client satisfaction and sales.
Example Of A Customer Journey
An example of a customer journey map being put to use may be found in retail and online:
In Physical Retail Spaces
One of the clearest examples of journey mapping is IKEA’s store layout. The Swedish furniture store has gigantic warehouse-like spaces that are laid out to make sure customer flow is optimized for sales. It isn’t easy to leave midway through the process as shoppers have to walk through the entire store and see the massive array of products whether or not they want to.
In Virtual Spaces
One example of a user journey map influencing the design process is when e-commerce sites use one to create their websites from scratch. With this information, the user experience and interface can be built for the best results.
While it’s clear how with examples of journey mapping the customer experience can be designed better, a well-laid-out user map also provides feedback to the organization. Here’s how:
- Online sellers can determine which departments in the store are receiving the most traffic. This can help them tailor their content to each department to boost sales.
- Through a customer journey map, businesses can determine which links on their site visitors use and which products they find most useful.
- If customers are repeatedly having the same problem—such as leaving unpurchased items in the shopping cart or navigating away from certain pages—organizations instantly know there’s a problem somewhere and can address it.
Understand The Customer Mindset
By understanding the process customers go through when interacting with an organization, sales efforts can ultimately be improved. This means organizations have to get into the minds of their customers. It’s only by truly understanding the customer that you can create a map that’ll effectively help sales efforts.
With Harappa’s Impactful Sales Program, an organization’s sales team will learn how to listen actively—one of the most crucial aspects in understanding the customer. They’ll also learn how to communicate effectively and persuasively to ensure the organization’s message is delivered seamlessly. Through an online-first blended format, the learners will master Thrive Skills critical to a customer-facing career. Any professional in a sales role can transform their skillset today—find out how!
Explore Harappa Diaries to learn more about topics such as Customer Journey Mapping, Importance Of Customer Service, Client Handling Skills and Examples Of Customer Relationship Management that will help organizations tap into employee potential.
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