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 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.
6 key attributes to keep in mind for effective customer journey mapping
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.
1. 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.
What does your target audience want? What do people in this audience need? What do they expect from you?
All of these questions should be reflected in your customer journey mapping process. If your customers want information vnpay database about your product, give it to them. If they need a lower price, figure out how to close the gap. If they expect high-quality customer service, give it to them.
Capture a clear picture of your customers’ experiences across multiple touchpoints
customer experience
Consumers behave differently based on touchpoint. For example, a customer will interact with your brand differently on social media than in a one-on-one chat.
Therefore, you need to understand each touchpoint individually and how they contribute to the entire journey.