Once you've built a relationship with your subscribers, ask them for some key information. You can embed a survey in the email or ask for individual responses.
You want them to tell you about their specific experiences with your brand. What do they like? What don't they like? How can you improve?
This data becomes invaluable when you need to make changes to your website and other aspects of your online presence .
Create a table to help you visualize your map
Tables are another invaluable tool for customer journey maps. They allow you to organize information so that you don’t get overwhelmed – or confused.
You can organize your spreadsheet however you want. For example, you could create a column for each touchpoint, then assign a task, motivation, and objection or question to each row.
Design a customer journey map
Now you're ready to create your map. Don't worry. There are no hard and fast rules here.
It can resemble an actual map with roads representing travel between touchpoints. You can also create a shareholder database flowchart , confetti chart, or anything else you desire with process mapping software .
The important thing is to stay consistent. You can create multiple customer journey maps—one for each buyer persona —but you want them all to have the same format. Otherwise, you can get confused and mishandle your data.
Bigstock Customer Journey 88242374
We’ll create your own customer journey map in a minute, but first, let’s look at some of the most important things to remember.
Use your customers’ perspectives – not your own
It's tempting to think like a business owner when you're creating customer journey maps. After all, that's who you are.
Instead, you need to think like a consumer. Put yourself in your customers’ shoes so you know how they behave, how they think, and how they make decisions.