Customer journey map is the touchpoint engagement strategy for nurturing customer an advocate
The customer journey refers to the path through which a customer makes a purchase decision through touchpoints. Customers engage and interact with a company, product or service in sequential or non-sequential phases.
The customer journey map extends from the initial moment of knowing your brand as a potential customer to conversion into a customer, post-purchase service engagement, repurchase/cross-purchase and brand advocacy.
Is customer journey of your brand designed and operated as customers want?
What if you have
Customer journey map?
When the customer journey is well designed and operated, the sales cycle accelerates, the associated costs go down, while the number of advocates increases, which increases referrals and cross-sells.
How to use
Customer journey map
In today's digital marketing environment where digital content dominates, customer journey design is essential to create brand advocates.
Customers who have experienced the desired experience through a well-designed customer journey can naturally increase their satisfaction. According to Aberdeen, positive responses on social media increase by 24% when brands use the customer journey.
Research shows that 82% of people are more likely to recommend a brand that offers a fast and concise customer experience. By designing the customer journey map, you can save effort to generate new leads.
Customers look at products multiple times from various touchpoints before purchasing. By designing the customer journey map through touchpoint connections to reach a purchase decision, you can understand-discover-enhance the customer experience.
Through the customer journey map, you can discover the gap between intended strategy and reality. Ultimately, it helps you create and modify better marketing, sales and customer service strategies.
By designing the customer journey map, you can identify inefficient work or expenses in the customer engagement. This discovery eliminates operational inefficiencies and saves resources.
As customer engagement and customer communication processes improve, so does employee trust. By better understanding the company's goals, employees can perform their jobs more efficiently, which increases satisfaction.
Customer journey map design process
For customer journey design, we provides systematic steps.
We conduct persona workshops such as strategic goals, implementation methodology, and initial data collection for persona marketing.
Design experience turning customers into advocatesDesign customer engagement across multiple brand touchpoints
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