5 Steps to Mapping Your Customer’s Journey

Over the river, through the woods, and a right on Main Street. There are a lot of ways customers can find your brand online. Whether a quick Google search or stumbling on a post that went viral, each customer has a unique motive. Maybe they are in the market for a brand new product or are researching the latest services that you just so happen to offer. Now that you have their attention, how do you keep them engaged? Grab your pen and paper, because we’re about to show you how to map your customer’s journey and turn customers into lifelong fans.

Step 1: Highlight Key Stages

Awareness, consideration, decision, and advocacy are common customer phases. By pinpointing the emotional triggers that influence their action, a brand can understand how to respond in the most effective and appropriate manner.

Step 2: Know Your Customers’ Goals

You can’t accomplish your business objectives if you don’t know how to fulfill your customers’ needs. Avoid gaps in resources or services that you may not have thought of and provide content that is relevant and helpful.

Step 3: Identify All Touch Points

Interaction with your brand can be in physical or digital form. In-store sales associates, advertisements, or social media, are some critical points of contact that without proper guidelines can make or break a deal.

Step 4: Define Your Delivery Method & Message

They’ve found your brand, now it’s time to engage and deliver a seamless experience across all platforms. To be successful your messaging must speak to their needs and be delivered at the right place and time to keep them moving through the buying cycle.

Step 5: Foster Long Term Relationships

After the sale is over, it’s your time to shine. Other brands may bow out after the final act, but it’s important to continue communicating with customers. Miss out on this opportunity to foster relationships and you can lose customers to competitors.

Think you’re done now that you’ve checked off mapping out the specifics on how customers can interact with your brand? Not so fast! Take a step back and look at the bigger picture. Mapping out your customers’ journey gives you insight into opportunities and weakness, which you can address to better prioritize key resources and optimize your marketing.