Last Updated on: 22nd November 2023, 08:04 am
To get more into this topic, you need to understand what journey mapping actually is. It is known for being a UX tool and can come in all sizes, shapes, and formats. It all comes down to what the context is about; thus, it can be used in many ways.
A journey map is actually a visualization of the process that people go through so they can achieve a specific goal. When in a basic form, it often begins with executing a series of actions into a timeline. After creating a timeline, it is fleshed out with thoughts and emotions from users so that they can create a narrative.
The narrative is polished and condensed, which then leads to visualization. Some people say it user journey mapping, others tend to use the reference customer journey map, but in the end, it all comes down to the same point.
It is often up to you and how you want to pronounce it; some consider the word customer to be more of a disservice, but they can be used interchangeably. If you are going to look more into this, click on the following link for more information https://customerthink.com/5-reasons-you-should-map-your-customer-journey/
The key components
One of the critical components is, of course, the actor. The actor is actually the persona who experiences the journey. When you make a journey map, it is often for the actor. The actions they do are rooted in data so that it can be tracked.
To collect more data and understand how much the persona can progress, journey mapping is a must to achieve specific goals. Based on data, and where the person can bring the best out of themselves is a crucial ingredient to increase efficiency.
For every actor, a scenario is needed to achieve specific goals or needs, thus meeting the expectations. Scenarios can be anticipated or real; it all comes down to your planning and goals.
Amongst other things that are the key ingredient to this process is the journey phases. The phases are switching based on every scenario, and it depends on what kind of business or plan you have. They can vary, and you should continuously adapt to certain situations in order to achieve certain expectations.
Other things that are also important are actions, emotions, mindsets, and also opportunities. If you want to look more into this, you can always look on the internet for more information on how to get more into this, and you can start by click on this link.
The benefits
It is necessary to know to understand the customer’s perspective to understand his experience with a certain brand. For this exact reason, many companies are often using customer journey mapping to understand where improvements can be made to achieve better results.
This method is used both on employees and customers, just so companies can know where the problem is, or if there are no issues, to know which branch has the best progress. It is essential to understand what the customers want and if they are satisfied with the products they are using.
One of the benefits of this method is to understand customer emotions. As written above, it is necessary to know how easy a customer can move from one touchpoint to another. Is the process met with ease? Are they satisfied with the product? These are some of the touchpoints which can give an insight into what is going on in your business.
Another thing that can be beneficial is that this method can identify gaps in communications or servicing. Especially in customer service, many customers have issues because they cannot contact them at all. The reason behind this is because the company is understaffed in this department.
Recent studies have shown that this method can also reduce costs by ten times. Studies have shown that companies that use journey mapping experience a twenty-one percent growth per year, while those that do not experience a decline at a minus two-point-two percent per year.
The same research has shown that sales can be increased as well, with a baffling fifty-six percent more revenue from cross-selling and upselling efforts. This strategy gives back very positive results, as the return on marketing investments is up to fifty-four percent.
All in all, using this method can achieve better employee and customer satisfaction. Studies have shown that companies that tend to use journey mapping are often positively embraced through social media for using this kind of method.
In this way, you can connect with the needs of the customers and your employees. It is essential to have a healthy relationship with your employees so that they can have a better approach to customers. Do not forget that it goes both ways. Always tend to keep a healthy environment so that you can achieve better goals.
