Media & Marketing


Carlos Barge

Customer journey mapping, the concept has the potential to provide companies with a rare ability to better understand their customer in regards to the user experience your brand offers and, therefore, stop problems before they start. Its benefits include:

a) Tailoring your UX to the consumer, giving them a better all-around experience.
b) Losing fewer customers as they engage with your brand (and therefore increase profit).

Apart from this, by mapping your customer journey, you’ll better understand how your business works, be able to spot potential weaknesses, and allocate resources more efficiently. As a result, you will be able to improve and streamline your customer service, as well as identifying (and removing) any potential weak links.

More importantly, discovering, reaching out to people, encouraging conversion, effective delivery, and aftercare are the crucial stages in the process of the customer journey map. You must make sure you truly engage and empathize with the customer’s experience through all five of these stages.

Boost conversions and keep customers happy

Around 80% of businesses believe they offer a superior customer experience, but only a handful of customers agree that this is the case. You can learn from the customers who don’t agree by reaching out to them to gather as much information as you can regarding their expectations and whether they are being met and where there is room for improvement.

At the same time, it is a good idea to research websites, especially those that are similar to your own. Keep an eye on them, get to know what they do and what seems to work for them. Then, revisit your website. Can you spot the difference? Is there any similarity between the CX you offer and what they provide?

On top of this, you should be assessing how many people are viewing key parts of your website, clicking through to different areas, staying on your site, or bouncing off. This will help you get a better understanding of whether your content is helpful and engaging, as well as how long it takes people to convert. If too many people are bouncing or exiting, address this. If the conversion process is too long, try and cut it down by addressing the information you provide earlier on.

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