One of the most essential ideas customer service speakers stress for a successful business is understanding your customers. By enhancing your understanding of them, including their purchasing habits and motivations, you can personalize the type of service you provide.
With that, businesses use a process called customer journey mapping to better grasp customer experience – from start to end. If your company hasn’t done it yet, don’t fret! Here’s a step-by-step guide on how to do a successful one:
1. Planning.
In the first stage, you will need to select which specific subject whose experience will you track and know whatever mission he or she may have. This step will prevent having a map that’s too broad and generic.
Determine the basics like age, gender, household income, and location. Then, get to more specific details, such as how they interact with vendors or how do they learn about your services and products.
2. Recognizing the touch points.
Touchpoints are the interactions your subject have with your business. Regardless if it’s good, bad, or ugly.
This is the time where you can assess how and when your customers deal with your company and determine what factors and pain points that affect whether he or she will remain a loyal client or if he or she will take the business elsewhere.
3. Empathizing.
Walk in your customer’s shoes and know how your customer feels throughout their encounter with your business. Some good things to document during this stage include what the customers are seeing, hearing, doing and, and feeling.
4. Brainstorming.
This is the stage where results from your customer journey mapping process come. With your team, brainstorm what conclusions you can take from the data you’ve gathered so far. Then, organize them in a relatable way to your map.
5. Creating an affinity diagram.
Here’s the visual stage. All the information you’ve gathered, along with all the conclusions or ideas should be put together in a diagram that displays and connects everything you’ve learned. It is best to be creative and choose a layout that works best for you and your team.
Now that you have accomplished the map, it’s time to share it with each person in your business and implement innovation based on what you’ve discovered. If everyone is aware of the vision. It will be quicker to reach the goal of providing the best customer experience.