Today, the customer journey is as complex as it’s ever been. People jump from one channel to another, often multiple times before they make a purchase. Understanding where your customer starts looking for solutions and what sources they go to is within reach.
The great news is that we can now understand what’s working and what isn’t. Increasingly sophisticated platforms deliver valuable metrics about buyer behavior …where they search online, what they read, what reviews are significant and who influences their attitudes, and we can use this as a basis to map out a sensible strategy to reach them.
To build a closer, stronger connection with your clients, we look at interaction data to map out the customer journey. This enables the business owner and marketing team to visualize the interactions and ensure that your marketing plan is working. Whether for a service or product, the journey illustrates each action your customer goes through.
This typically includes three core steps:
- Define your users’ personas: Before tracking your customer’s journey, you need to understand who exactly is making this journey. To do so, you will need to know their demographic information, the problems they solve with your product, what they value from the product, and where they get information from.
- Understand your touchpoints: To track the path towards purchase we analyze marketing and sales data. The problem most businesses have is knowing which data is important and how to let the right insights improve the way you engage with your customers. In this stage, we gather data from across all of your channels and identify what is happening for the customer in each channel.
- Draw the Map: After pinpointing who your customers are and the actions they are taking, the next step is to actually draw the customer journey map! Our clients find this beyond helpful to understand how their customers interact with their brand, and successfully move towards purchase.
Each customer journey will look different depending on the type of business and what your goal is. With that said, the framework and questions above are all very important to consider. If you want to better understand your clients, and improve conversion rates, contact us to learn more. Let Brandmark Studios create efficient journeys for your customers to have the greatest outcome possible, for both them and your business.
Let’s chart the journey to support your growth path.
If you want to learn more about your customers’ journeys, book time with Brandmark Studios today!