In the Innokabi blog you can see a Customer Journey through an example based on a Restaurant. First, a graph is drawn in which the X-axis shows the phases the client goes through over time and, on the Y-axis, how the experiences feel is defined , from the most negative, in red, to the most positive, in green. The example considers the most critical stages , from when the customer Denmark Phone Number List enters the store until he pays. So, to find out about your experience in each phase, it was considered to consult you before retiring how you have felt in each of them. Once all this is captured in the graph, each point is joined by a line and a map of the customer experience is obtained . Another data to consider, in addition to the phases and the feelings or sensations of the customers, can be the critical points of the business , since they can determine the completion or not of the purchase.
So, in the graph that you can see below they are observed: – Positive points : Entrance to the premises, food and dessert. – Negative points : Choice of the table and pay. – Stops or critical points : The first look at the place, the menu and the food. Customer Journey map Source: Innokabi . Here’s how the negatives can be improved and what is happening to the critics. The goal is to determine how customers feel in these key phases and how the value of their experiences could be increased .
Finally, the interactions in which the company takes part are defined . In this case, they were divided into direct (visible to the customer) and indirect (invisible to him). Now the map would look like this: What action can be implemented at each stage so that customers are completely satisfied? Once that question has been answered, the analysis could be terminated. Even if… There is still more … Today the channels through which a brand communicates with its leads or customers are so Denmark Phone List many that it is very useful to add a last step on the after-sales . Each phase within the Customer Journey will have a specific objective and characteristics. That is why it is important that you choose a specific channel for each stage, which can help you achieve the best results .
Or maybe there are several per phase; The important thing is to think well, according to the objectives sought, which will be the most appropriate means for each stage . For example, you could send Email Marketing Campaigns when the potential client is evaluating options; notifications from your E-commerce for the purchase stage and forums on Social Networks for the retention stage. A tool that pays off At a time when information is so important, a Customer Journey Map is the perfect tool to track user emotions and thus improve their experiences . Customer Journey and Transactional Email Remember that the objective is to find the key points of interaction and define exactly the motivations that lead potential customers to move to the next stage in the purchase process . And you, have you implemented this technique in your company? Which have been the results? We want to know your experience !