“Customer journey” is a phrase that has been mentioned recently and applied by many businesses in their marketing strategy. So what is customer journey? How do they work for your products/services? Let’s VIO learn about the term this now.
What is customer journey?
Customer journey This is the process that customers need to take. To achieve the goal of using products, services, goods, etc. of the enterprise. This makes it easier for employees to understand what needs to be done for optimal efficiency. In simple terms, it is considered as the story of the customer’s experience of the brand they choose.
Customer journey plays an increasingly important role in capturing customer behavior. Do they follow the buying process correctly, predicting what customers want and need? Based on that, businesses will take timely change measures to promote the best business results.
The process of building a customer journey
Set goals
Precise targeting is the key to any marketing strategy. The same goes for implementing customer journey mapping. Enterprises must know how to make a journey map for what? Who are the target customers? What experience does your product or service bring to your customers?
Portrait of the customer
Once you’ve set a specific goal, you’ll start a survey. To get a picture of your customer portrait. You can refer to some suggested questions that we provide to apply to our survey:
- Where do you know our brand? (acquaintances, websites, newspapers, social networks..)
- Have you ever purchased our products/services?
- What do you notice about this product?
- How long did you spend accessing the information on our website?
- What would you like us to improve to give you a better experience?
Define Touchpoint (touchpoint) client< /span>
Touchpoints are where your brand connects with your customers. This is considered an effective assistant to help businesses capture customer insights in a specific way. Typically, through the article click-through rate, or the user’s exit time to predict they are interested in what products and information your website provides.
Select map type
Once I have some basic information about my target customer. What you need now is to choose the type of customer journey map. Currently, there are 4 commonly used map types: Current State (current state), day in the Life (daily), future state (future state), blueprint. Each type will have separate uses and objects. Before choosing, you need to compare your customers with the advantages of each map. Thus, the achieved results are really effective.
Data aggregation and analysis
Customer journey map is complete, now you need to find the remaining pain points. Then proceed to edit and improve the product optimally. These pain points can be at any stage of the customer’s buying process. What makes customers feel unhappy about the problems still exist in your product or service.
Adjust as needed
Customers’ needs and behaviors are always changing, to stimulate the buying process of customers. You must have periodic updates, improve weaknesses, to meet the needs of users.
The process for preparing and creating a map. The customer journey takes time and the experience of marketers. In addition to surveying to capture customer insights, they also have to find gaps in their products and services. Make customers unhappy. Since then, we have introduced adjustment measures to help improve the stages in the buying process.
Benefits of customer journey
Choose the right marketing method
From the customer journey map, businesses can capture insights and specific images of their customers. Since then, the proposed marketing strategies not only limit many risks. And the success rate will be extremely high. Knowing the causes and buying behavior through the stages. It will be the foundation for the business to develop and perfect products to attract customers.
Compare brand promise
Through the customer journey, customers will know if the promises are really true to what the business offers. The map will help you spot bugs or problems that need to be fixed. Thereby, helping the relationship between businesses and customers become closer and closer.
Define the right target audience
Customer journey map will help you save maximum costs in your marketing budget later. With define Specific target customers such as gender, income, interests… Through the stages of customer recognition and decision to buy products. Businesses will know how to satisfy customers. In particular, the customer journey map also records all the actions and emotions (satisfaction, discomfort, bitterness…) in the customer’s buying process. This is very beneficial for the process of perfecting products/services of businesses when approaching their customers.
Conclusion
Hope this article has helped you better understand what is customer journey? In today’s fiercely competitive environment, users’ loyalty and product choices are also increasingly changing. Therefore, businesses must have flexibility and capture customer insights in each strategy. To stimulate the buying process as well as create a sustainable attachment in the relationship between the seller and the buyer.
