What is a consumer journey and why should you care?

The experience of the customer is becoming more important than ever and as a business, it is crucial that you understand the experience of your consumer and how they interact with your business. A consumer journey describes the steps your customer takes on their buying experience. 


The aim of mapping of the consumer journey helps make this interaction as efficient and as easy as possible in order to allow your consumer reach the end of the sales funnel, whether this is the purchase of an e-book or setting up a call to become a client. Particularly if you are a B2B business, completing this enables an added insight into patterns of behaviours which can be then personalised to any company’s customers.


Marketing funnel explained


What are the benefits of mapping your customers’ journeys


By mapping out your customer’s journey, it allows you to put the shoe on the other foot and experience your business from an outsiders perspective. By doing this, you can address the strengths and weakness they are on this journey - which in turn helps you to address any pitfalls there are in the buying experience. This may be something as simple as reviewing which social media platforms you are using. 


It is a tool which can help you to cater to a variety of audiences. For example, if you have a targeted buyer persona of a someone within Generation Y, you may aim to increase your organic traffic via search engines such as Google and Bing. Whereas if you wanted to target Generation Z, you may want to optimise your social media presence.


Overall, it helps you to create better brand loyalty, a greater cohort of satisfied customers, as well as improve and generate more sales for your business. 


Steps to create an effective walking customer journey


Step 1: Research your customer

You need to research and understand what your targeted audience wants from you as a business. If you understand the priorities and expectations of your buyer, it will reflect positively on how they move through your selling journey. It also stops you from making assumptions and allows you to instead work off of factual data. 


Step 2: Creating a logical flow to the journey

Identify all the touchpoints your customer makes with your business - each time they interact with you. For example this would includes things like a ‘thank-you for purchasing’ page or including them within an automated email chain when they sign up to your newsletter


Step 3: Address how you respond at each stage of the journey 

Each stage of your customers journey needs to be aligned with how your business plans to respond to this. Do your retrack your costumers, do you advertise via your email marketing - how do you keep them subscribed?


A insight into social advertising


Tools & techniques for optimising your walking customer experience


In some cases, mapping this out using a visual representation can help you see each stage clearly. More often than not, the journey is not a linear one. There is often re-direction involved as well as targeting using a variety of different platforms. By using a creative diagram it helps to ensure you cover every point of the journey. 


You could also create customised follow-up surveys using questions allowing the customer to reflect and provide feedback on their personal journey, such as on the touchpoints they make. This could involve asking them about their own motivations, blocks and success that they have experienced. Even something as simple as: How satisfied were you with finding out what you were looking for - would provide you with essential feedback you can use to improve the customer’s journey.


From reading this blog, you should have everything you need to start building you business customer journey. Remember that your map should be in constant working order to keep it relevant and up to date. Perhaps try reviewing it on a monthly or quarterly basis, using data analytics as well as the suggested customer feedback forms in order to identify what works and what doesn't work. If you follow all the steps and tools provided in this blog you will be in the best possible position for centring your customer’s needs to be at the heart of you business. 




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