No business can flourish without valuing its customers. Customers can easily make or break your business. What a customer experience when doing business with an organization, is what decides whether they will stay with them or not. A customer journey is influenced by many factors. The customer journey must be as easy as possible. Customer feedback plays a vital role in customer journey mapping and improving the customer experience.
There are several ways to gather customer feedback. You can use a customer satisfaction survey App or customer feedback system to fulfill that purpose. Customer feedback can assist you in improving the customer experience by enhancing the journey. Customer journey mapping is a great method for visualizing customer experience and eradicate the issue faced by the customer. So let’s dig deep into the details.
Defining Customer Journey Map
Customer journey is the combination of every experience that your customers have while doing business with you. A customer journey map is the literal visual representation of this customer journey. Although we do understand that it can be a tricky matrix to handle and understand for some. But it can be extremely helpful in understanding how the customer journey is carried out from their first engagement to the end of their interaction with you.
What is Customer Journey Mapping?
Customer journey mapping is the process of creating a visual representation of the customer journey. Using this tool can be effective in getting detailed information regarding custom experience. You can identify issues and problems faced by customers at any point of the journey. It also enables you to explore the pain points of customers and take steps to work on them. Using a customer journey map can be a great tool in your arsenal when it comes to improving the customer experience. The goal is to convert this data into actionable insights.
How to Use Customer Journey Map?
Think of the customer journey map as a powerful tool. It is used to visualize the pain points, expectations, and requirements of customers. To create coordination and better understanding around the business. To remove intramural silos and streamlining the whole process. And to make amends to overcome every hurdle the customers face during their journey. The goal is to use the journey map to analyze the customer journey from the point of their first encounter to the end of their journey, from the customer’s perspective. Using this data to improve the customer experience can boost your business and convert more visitors into loyal customers.
Using Customer Feedback
Customers are the center of gravity, around which every business revolves. Even before a business starts, customers are a part of it. When you decide to start a business you analyze or try to analyze if your product or service will resonate with the audience. You try to find what is hot in the market. This way you have a better chance to stay in the competition. But here is the catch, no matter how better of a product or service you introduce it doesn’t matter. If what you are offering is not what the customers want then you are destined to fail.
Integrating Customer Journey Map and Customer Feedback
As discussed above customer feedback is the glue that holds all pieces together. The only purpose of a customer journey map is to determine the weak aspects of your business and take the necessary steps to remove those hurdles. Therefore it is much productive if both of these work in tandem with each other. Merging customer journey maps and customer feedback can produce efficient results. As appealing as it sounds, it should be done with patience and with proper strategy. If you go for 100% coverage from the beginning then it will be really difficult to handle and soon you will be outnumbered and outmaneuvered by the hardships.
Start low and slow. Take baby steps. Go for the higher goals but shorter aims. This way you can manage the whole process pretty nicely and the results will be much better than you would have imagined.
How to optimize customer journey map?
We have discussed times and times again, how hard it can be to operate a customer journey map. Let alone optimize the whole process. Therefore it is vital that you take steps that enhance the whole process while increasing efficiency and productivity. Mapping-out several customer journey maps for each buyer persona can be hard and time-consuming. And that is just one side of the coin. After you have successfully mapped the journey you have the task in hand to provide a single omnichannel to offer a personalized and better customer experience based on your findings.
To make work easy you have to somewhat depend on certain software or system. When it comes to customer feedback utilizing customer satisfaction survey Apps can be extremely helpful and for the mapping part, you can use different automation tools. It all depends on your requirements and end-goals.
Elevate your customer experience Now
Improve your customer experience by thorough mapping of the journey. Use customer feedback to gain new and better insights. Map-out customer journeys and use them to remove every obstacle that a customer may face during their journey. Enhancing the customer journey can result in a better customer experience. Hence paving the way for a better ROI, and higher customer retention rate. The better the customer journey the higher their loyalty towards the brand.
Abdullah Sadiq is a Digital Marketer enthusiast at Smiley.pk having years of experience in the field of Internet Marketing. He is a Social Media geek, a complete foodie, and enjoys trying varied cuisine. A perfect day for him consists of reading his favorite novels with a hot cup of coffee.
