por Have you ever wondered What makes you like or dislike an experience? some website or application? What makes you return to some websites to buy and other sites you remove from your list without looking further? This phenomenon is what is born from Customer Journey and, in this post, we tell you what it is and how to make it.
What is the Customer Journey?
The customer journey is the customer journeythe journey from the moment you enter an application until you finish the purchase, the game or any service or activity you are carrying out in it.
It is also known as Buyers journey and takes care of show customer experience in your application or website, see when the application fails and the customer’s attention is lost, where in the journey the high or low expectations… Generally, it gives you feedback or an idea of what the user experience could be.
In a nutshell, The customer journey is how consumption unfolds and how the user feels in the process.
What to take into account when making a customer journey?
The customer journey is like a funnel, it goes from general to specific.
In order to start a customer journey, it is ideal that you have already identified your buyer persona. Once you have this profile, you can begin to create the path that it will follow, from the stage of awareness, where your buyer realizes that they have a need or problem, going through considerationwhere the person investigates ways to overcome their problem, until they reach decision, where you finally choose a way to solve that problem. That’s where you come in, since you must give you the solution in those stages with your different strategies.
We start with one of the most important phases of the customer journey: define the stages and points where your client will have direct contact with the application. If you want him to have to create an account, at what point are you going to ask him? That is what this first step seeks, define very well the points of contact so that the client understands what to do; The most important thing is to simplify and prevent the user from feeling overwhelmed to keep customer satisfaction high.
When you move beyond this phase, you must ask yourself if the goals you proposed for your user were completed. Did the user understand the trip the way they wanted? Did you have a satisfactory purchasing experience? With this information, you can move on to make the necessary changes so that your buyer persona has a better experience every time.
Visualize the customer journey
In order to create a satisfactory customer journey and be able to locate the most important contact points, you must create a customer journey map. The customer journey mapped view the route What your consumer is going to do to make it more easy to identify how satisfactory The journey is going to be and in what stages it should improve.
In the example we can see how we identify our clients’ processes. It is essential to understand here what motivates themyour thoughts and the emotions that carry them to make the decisions that we want them to take.
This example contains basic information, Depending on the needs of your company, the items that are handled will change.. For some people it is important to understand what their client is thinking at specific moments rather than how they feel, for example. Therefore, in that field the questions are written to help you reach possible solutions in your particular case. It is important to find the information that works for you, beyond the most basic data. You can use applications like canva or lucidchart, which give you bases to get the basic questions.
In order to fill out this type of table, you must use the data you have collected in the creation of your buyer person or use analytics tools, such as Google Analytics, that provide you with data on your specific niche. By having this overview of your consumer, you can start generating the necessary strategies so that they consume your product.
How to continue?
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