Why Alive values customer journey maps and how to use them
Posted: Tue Dec 03, 2024 5:55 am
table of contents
What is a customer journey map?
Why Alive values customer journey maps
3 benefits of using customer journey maps
The process of creating a customer journey map
How to use a customer journey map
summary
I think that many companies that are looking to improve their customer base through measures such as website renewal and web advertising outsource the work to web development companies or advertising agencies that specialize in those fields.
But have you ever had the experience of managing many outsourced companies, implementing initiatives for each one, but not seeing much results?
The reason for this is that they somalia business email list/ implement measures in a piecemeal fashion without understanding the overall customer trends.
If you implement measures without understanding your customers' behavioral patterns and needs from a bird's-eye view, you will not be able to provide them with the appropriate information that they need at any given time.
The solution to this problem is the " customer journey map . "
Alive also often uses it when proposing customer attraction measures to its customers.
So, what is a customer journey map?
And I'll explain how Alive is using it.
By reading this article, you will understand the basics and importance of customer journey maps and discover how to apply them to your future marketing activities.
Please be sure to watch until the end.
What is a customer journey map?
A customer journey map is a tool that visualizes the process a customer goes through before purchasing a product or service, and allows you to get a bird's-eye view of their behavioral patterns and needs .
There are multiple touch points that a customer goes through before purchasing a product or service.
For example, web advertising, social media, websites, flyers, brochures, in-store displays, etc.
Furthermore, within a website, there are various touchpoints as a user navigates the site, such as looking at a company introduction page, a service overview page, and an inquiry page.
By organizing these touchpoints, a customer journey map can provide a detailed understanding of changes in customer behavior and needs at each stage of the process, helping to plan and improve optimal marketing strategies.
At Alive, we often use customer journey maps when making proposals to our customers.
Why Alive values customer journey maps
The main reason Alive values customer journey maps is to provide an optimal marketing strategy by gaining a bird's-eye view of customer behavior and needs .
By using a customer journey map, you can identify which touchpoints in the consumer's behavioral process have issues, allowing you to take effective measures with less waste.
For example, if the customer journey map reveals that a lack of brand awareness is an issue, we will strengthen measures to increase awareness using online advertising and social media, etc., and if we find that the issue is a lack of content to attract consumer interest, we will propose measures centered on renewing the website.
The image is something like this.
3 benefits of using customer journey maps
There are three main benefits to using a customer journey map:
1. Get a bird's-eye view of your customers' behavioral processes
By using a customer journey map when renewing a website or proposing web advertising measures, you can get an overview of the overall movements of your customers and changes in their needs.
What kind of touch points exist, and how do customer sentiments change at each of them? Seeing this big picture makes it easier to plan your marketing strategy.
2. Identify issues in your customer's journey
At the first meeting with a client, Alive first hears about the measures and issues the client is currently taking. Based on the content of the interview, we use a customer journey map to compare the difference between the current situation and the ideal behavioral path, allowing us to accurately identify areas that need improvement.
3. Share your strategic vision with your customers
By using a customer journey map, we can share with our customers the current situation, set goals, and all of the measures to be taken to achieve them, thereby avoiding problems caused by lack of understanding or misunderstandings, and enabling both parties to carry out the project with a common understanding.
The process of creating a customer journey map
From here, we will introduce the general process and tips that we at Alive use when creating a customer journey map .
1. Extracting personas
To create a customer journey map, you first need to get a detailed picture of who your customers are.
After understanding the client's business model and sales flow, we identify as specifically as possible the attributes of their customers and the concerns they have.
For example, what problems do people who need your product face, and how do they want to solve them? What are the age, gender, occupation, and lifestyle of those people?
We will define each of these in detail.
2. Identify touchpoints
Next, identify the touchpoints involved in the customer journey to purchase your product or service. A touchpoint is any place or way a customer can come into contact with your product or service.
For example, media that can help raise awareness of a brand include web media, web advertising, social media, flyers, and billboard advertising.
Touchpoints for understanding the brand in more detail include visiting the website, visiting the store, following information posted on social media, etc. Touchpoints for actually purchasing the product include the e-commerce site or visiting the store in person.
It is important to identify all possible touchpoints and options in order to create a comprehensive customer journey map.
3. Create a map
Once you have identified your touchpoints, create a customer journey map.
Organize the identified touchpoints in chronological order, write down the actions customers take at each touchpoint and the changes in their feelings, and place them on a map.
The key point when doing this is to map so that the persona extracted at the beginning is always the main character on the map.
What is a customer journey map?
Why Alive values customer journey maps
3 benefits of using customer journey maps
The process of creating a customer journey map
How to use a customer journey map
summary
I think that many companies that are looking to improve their customer base through measures such as website renewal and web advertising outsource the work to web development companies or advertising agencies that specialize in those fields.
But have you ever had the experience of managing many outsourced companies, implementing initiatives for each one, but not seeing much results?
The reason for this is that they somalia business email list/ implement measures in a piecemeal fashion without understanding the overall customer trends.
If you implement measures without understanding your customers' behavioral patterns and needs from a bird's-eye view, you will not be able to provide them with the appropriate information that they need at any given time.
The solution to this problem is the " customer journey map . "
Alive also often uses it when proposing customer attraction measures to its customers.
So, what is a customer journey map?
And I'll explain how Alive is using it.
By reading this article, you will understand the basics and importance of customer journey maps and discover how to apply them to your future marketing activities.
Please be sure to watch until the end.
What is a customer journey map?
A customer journey map is a tool that visualizes the process a customer goes through before purchasing a product or service, and allows you to get a bird's-eye view of their behavioral patterns and needs .
There are multiple touch points that a customer goes through before purchasing a product or service.
For example, web advertising, social media, websites, flyers, brochures, in-store displays, etc.
Furthermore, within a website, there are various touchpoints as a user navigates the site, such as looking at a company introduction page, a service overview page, and an inquiry page.
By organizing these touchpoints, a customer journey map can provide a detailed understanding of changes in customer behavior and needs at each stage of the process, helping to plan and improve optimal marketing strategies.
At Alive, we often use customer journey maps when making proposals to our customers.
Why Alive values customer journey maps
The main reason Alive values customer journey maps is to provide an optimal marketing strategy by gaining a bird's-eye view of customer behavior and needs .
By using a customer journey map, you can identify which touchpoints in the consumer's behavioral process have issues, allowing you to take effective measures with less waste.
For example, if the customer journey map reveals that a lack of brand awareness is an issue, we will strengthen measures to increase awareness using online advertising and social media, etc., and if we find that the issue is a lack of content to attract consumer interest, we will propose measures centered on renewing the website.
The image is something like this.
3 benefits of using customer journey maps
There are three main benefits to using a customer journey map:
1. Get a bird's-eye view of your customers' behavioral processes
By using a customer journey map when renewing a website or proposing web advertising measures, you can get an overview of the overall movements of your customers and changes in their needs.
What kind of touch points exist, and how do customer sentiments change at each of them? Seeing this big picture makes it easier to plan your marketing strategy.
2. Identify issues in your customer's journey
At the first meeting with a client, Alive first hears about the measures and issues the client is currently taking. Based on the content of the interview, we use a customer journey map to compare the difference between the current situation and the ideal behavioral path, allowing us to accurately identify areas that need improvement.
3. Share your strategic vision with your customers
By using a customer journey map, we can share with our customers the current situation, set goals, and all of the measures to be taken to achieve them, thereby avoiding problems caused by lack of understanding or misunderstandings, and enabling both parties to carry out the project with a common understanding.
The process of creating a customer journey map
From here, we will introduce the general process and tips that we at Alive use when creating a customer journey map .
1. Extracting personas
To create a customer journey map, you first need to get a detailed picture of who your customers are.
After understanding the client's business model and sales flow, we identify as specifically as possible the attributes of their customers and the concerns they have.
For example, what problems do people who need your product face, and how do they want to solve them? What are the age, gender, occupation, and lifestyle of those people?
We will define each of these in detail.
2. Identify touchpoints
Next, identify the touchpoints involved in the customer journey to purchase your product or service. A touchpoint is any place or way a customer can come into contact with your product or service.
For example, media that can help raise awareness of a brand include web media, web advertising, social media, flyers, and billboard advertising.
Touchpoints for understanding the brand in more detail include visiting the website, visiting the store, following information posted on social media, etc. Touchpoints for actually purchasing the product include the e-commerce site or visiting the store in person.
It is important to identify all possible touchpoints and options in order to create a comprehensive customer journey map.
3. Create a map
Once you have identified your touchpoints, create a customer journey map.
Organize the identified touchpoints in chronological order, write down the actions customers take at each touchpoint and the changes in their feelings, and place them on a map.
The key point when doing this is to map so that the persona extracted at the beginning is always the main character on the map.