Before we understand the intricacies of tracking the customer journey, let’s take a look at the very basic definition of “customer journey”. It is the combination of interactions a potential or regular customer has with a particular brand. It consists of a thorough journey, from getting to know about a particular brand and its offerings to finally making a deal.
Having detailed knowledge about the customer journey surely helps organizations to know their customers better. By tracking and mapping the customer journeys, organizations could also predict the customer demands and profit from this vital information in a tremendous way.
To track and map the customer journey, one should break the whole journey into various stages which should meet the necessity of the customers, the type of business, and the products being sold there. It means that different businesses would have a different number of stages in the customer journey. However, in broad terms, the complete process of the customer journey could be divided into four parts: Awareness, Research, Select, & Purchase.
Now coming to another important part of the customer journey is the touch points. These are the points where the customers interacted with the brand. If the touch points are mapped effectively, the organizations or the business runners could oversee the customer journey as well.
To map the customer journey, one of the easiest methods is to create its visual map. This could be done on a spreadsheet. According to the need and type of the business, certain numbers of rows and columns could be spread, and the whole map could be prepared. The benefit of creating a map of the customer journey is that one could easily follow it.
With a solid hold over the customer journey, the organization and business owner can optimize the experience of their customers.
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