The global pandemic changed the way we live, and businesses worldwide were forced to transform their operations in a matter of days.
And all of these changes influenced the way buyers behave.
Research shows that customer expectations have changed since the pandemic. Having a great product is no longer enough, and positive experiences are now essential.
So, how can you provide consumers with a good experience in the future?
Well, creating a customer journey map is a good place to start. In this article, we will explain what a customer journey map is, why you need one, and how to create one.
What is a Customer Journey Map?
A customer journey map outlines every stage of the buyer’s journey. It shows you how your customers behave across different touchpoints of the sales process, from initial engagement to making a purchase.
There are three stages of the buyer’s journey that you should be aware of when creating your own customer journey map:
Awareness: The consumer becomes aware of a problem they have.
Consideration: The consumer begins to consider options to solve their problem.
Evaluation/Decision: The consumer evaluates the options and decides on the right company to provide the solution.
Creating a customer journey map allows you to figure out the best way to continue nurturing existing customers.
This means you can do two things:
Provide them with a good service
Target them with the right communication, at the right time
As a result, you’ve got a higher chance of engaging with existing customers and encouraging them to purchase again.
Overall, customer retentionhelps businesses boost revenue and increase brand loyalty. Not to mention, it’s cheaper to keep an existing customer than it is to acquire a new one.
Using a sales enablement app, like Badger Maps, can help you engage with customers and improve your relationships.
Badger Maps allow reps to log all their customer interactions as soon as they take place, making it easy to keep track of valuable information. Not only that, reps can easily set up reminders to check-in and follow up with customers right in the app.
Badger is an all-in-one sales tool that allows you to plan your day in seconds, optimize your routes, eliminate busy work by updating your CRM data from the field, find new leads around you, and more! On average, salespeople using Badger spend 20% less time driving and sell 22% more.
4. Recognize customer pain points (and how to address them)
When you’re reviewing the various touchpoints, you’ll also come across pain points.
Pain points are stages of the customer journey that cause problems or inefficiency for the buyer.
Let’s say a consumer is researching pricing information. If the consumer can’t find this information, it becomes a pain point. As a result, you need to amend the customer journey map to make sure your consumers can find the information they need when they need it.
You can overcome any pain points by providing a simple user experience for your consumers to find the information they need.