What kind of content to share with or present to your prospects.With the entire journey mapped out, you will never be clearer and certain of two things: I will list out the questions (or pain points) a prospect may have during the process.Īnd eventually, we will identify the opportunities to improve the customer experience with suggested content to properly address their questions and pain points. Next comes the obstacles that keep them from moving forward to the next phase. Then we will look at the channels a prospect will go through in the purchasing journey to complete his/her goal. This can make sure we understand what needs to be done from the prospect’s perspective. To uncover the opportunities from the journey map, we will look at the six components in each phase, and they are:įor each phase, we will first identify the user’s goal. That said, customer journey maps can help businesses to increase customer satisfaction, bring customer loyalty, and in return drive more sales and revenue. A well-laid-out customer journey map allows you to better understand your customer’s experience and identify ways to improve it. In its simplest form, a customer journey map allows you to visualize the many touchpoints your customers interact with your business.Īlong the journey, they may encounter problems and pain points that create friction to pull them back. Selling Health Insurance Online with a Customer Journey Map What Do We Want to Get Out of a Customer Journey Map?
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