How do you create a customer journey?
To get off to a good start with your business, it is important to create a customer journey. This way you know exactly how to reach your customer!
Creating a customer journey is important if you want to reach and keep customers. With a good journey you ensure that you attract customers to your company and that they remain loyal. But how do you create a customer journey? You can find it here!
What is a customer journey?
A customer journey is the journey that the customer takes. It is used in the marketing of a company. The customer journey captures all contact moments between the customer and the company from before, during and after the purchase. These moments together form the journey of your customer.
The purpose of a customer journey
The goal of a customer journey is to reach potential customers, encourage them to purchase and ensure they remain loyal to your brand. This means that the next time they need something, they will buy from your company again. By creating the customer journey, you get to know your customer better and may encounter pain points along the way.
Roadmap: how to create a customer journey?
To start with, you need to map out your customer. You can do this by means of a persona. Based on your persona you can start looking at how, when and where your customer comes in contact with your product, service or company.
A well-known way of visualizing the customer journey is the AIDA. This stands for Attention, Interest, Desire and Action. For each phase you look at where and how you can best reach your customer. How do you make sure your customer sees your brand (attention)? How do you make sure that the customer gets interested in your product and that he even wants it (desire)? Finally, you need to get your customer to buy (action).
See, Think, Do & Care
Where AIDA stops at the purchase, this method by Google continues. This method also consists of phases. First you make sure that your brand is seen by the customer (see) and that he considers your brand (think). Next, you want to get the customer to buy (do). Instead of stopping the journey, it is important to also pay attention to aftercare (care). Think here for example of e-mail marketing.
By creating a customer journey you get to know your customer better. This allows you to better focus your marketing strategy and create a better experience for your customer. And so a good customer journey ensures more (loyal) customers.