If you don’t feel that you have a lot of insight into your customers’ decisions, it may be because you don’t have it written down yet.
The solution: a customer journey map.
What is a customer journey?
A customer journey is a quick path for getting inside the minds of your customers. At its most basic, a customer journey map is a sequence of all the possible events that your customer goes through.
That journey takes an individual from their first interaction with your company until the completion of the transaction.
What is a customer journey map?
The goal of the customer journey map is really to get a holistic view of what the customer is going through from their point of view and really what it’s like for them on a personal level, that human level.
You don’t know much about the customer journey until you can write it down. The map is where that happens. This map gives anyone who reads it instant access into what’s going on with a specific type of customer at any point.
By mapping out this journey, your company not only identifies the various aspects of its own sales funnel, but is then able to identify strengths and weaknesses along the way.