{"id":49389,"date":"2022-08-19T13:35:08","date_gmt":"2022-08-19T13:35:08","guid":{"rendered":"https:\/\/enterpriseleague.com\/blog\/?p=49389"},"modified":"2022-08-19T13:35:08","modified_gmt":"2022-08-19T13:35:08","slug":"customer-journey-maps-the-path-to-customers-delight","status":"publish","type":"post","link":"https:\/\/enterpriseleague.com\/blog\/customer-journey-maps-the-path-to-customers-delight\/","title":{"rendered":"Customer journey maps: The path to customers delight"},"content":{"rendered":"

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E-commerce is hot! In 2021, e-commerce sales almost hit <\/span>$5 trillion<\/span><\/a>, and trends show that this number will only increase. Consumerism is \u2018in\u2019, and entrepreneurs are multiplying by the minute. So, if you want to stay ahead of the curve and gain leverage over your competitors, it\u2019s time to take a look at your customer journey map.\u00a0<\/span><\/p>\n

Journey mapping is a strategy that guides the customer\u2019s process during conversion, thus optimizing the buying process and creating efficient back-end operations for your team. <\/span>Creating a positive customer experience is as important<\/span><\/a> as the products themselves. It drives consumer loyalty and makes your business more appealing. With an effective strategy, your business will establish itself as a quality provider that values the needs of its customers.<\/span><\/p>\n

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How did you survive the 2008 recession?<\/h2>\n

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The customer journey – from impression to conversion<\/h2>\n

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Understanding the customer\u2019s journey is a prerequisite to journey mapping.\u00a0<\/span><\/p>\n

Thanks to modern technology, consumers have the world at their fingertips. A simple Google search for \u201crunning shoes\u201d will generate about four billion results.\u00a0<\/span><\/p>\n

Getting shoppers to land on your homepage is only half the battle. Turning impressions into conversions relies heavily on the customer\u2019s experience. This process is a chronological journey with a beginning and an end. It starts with your business\u2019s initial introduction and ends with a sale.\u00a0<\/span><\/p>\n

On digital platforms and e-commerce sites, the process is similar. When marketing to a typical demographic, the hunt will begin on a search engine. Proper SEO, content quality, and Google Ads are essential elements of your strategy to lure customers to your site. <\/span><\/p>\n

[\/et_pb_text][et_pb_text content_phone=”<\/p>\n

How did you survive the 2008 recession?<\/h2>\n

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First impressions are killer<\/h3>\n

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According to Amazon, <\/span>88% of online consumers<\/span><\/a> won\u2019t come back to a website with a poor user experience, which, along with web design, creates the first impression of the source.<\/span><\/p>\n

The same document shows that almost $1.6 trillion is lost due to the bad UX, calling this phenomenon The Trillion Dollar UX Problem. Improving the user experience of your website can increase revenue by almost 900%, according to an example in that Amazon investigation.<\/span><\/p>\n

First impressions do last, and having a slow website with poor navigation and inadequate responsiveness of the design won\u2019t create high-quality meet-cutes.<\/span><\/p>\n

[\/et_pb_text][et_pb_text content_phone=”<\/p>\n

How did you survive the 2008 recession?<\/h2>\n

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Starting your mapping strategy<\/h3>\n

[\/et_pb_text][et_pb_text admin_label=”Paragraph Text Content” _builder_version=”4.17.4″ text_font=”||||||||” text_text_color=”#454545″ text_font_size=”16px” text_letter_spacing=”1px” text_line_height=”1.6em” header_font=”||||||||” header_2_font=”Work Sans|700|||||||” header_2_font_size=”25px” header_2_line_height=”1.5em” max_width_tablet=”” max_width_phone=”” max_width_last_edited=”on|tablet” custom_margin=”||||false|false” custom_margin_tablet=”” custom_margin_phone=”” custom_margin_last_edited=”on|desktop” header_2_font_size_tablet=”30px” header_2_font_size_phone=”15px” header_2_font_size_last_edited=”on|desktop” locked=”off” global_colors_info=”{}” header_font_size__hover=”30px” header_font_size__hover_enabled=”30px” header_letter_spacing__hover=”0px” header_letter_spacing__hover_enabled=”0px” header_text_shadow_style__hover=”none” header_text_shadow_style__hover_enabled=”none” header_text_shadow_color__hover=”rgba(0,0,0,0.4)” header_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)” header_2_font_size__hover=”26px” header_2_font_size__hover_enabled=”26px” header_2_letter_spacing__hover=”0px” header_2_letter_spacing__hover_enabled=”0px” header_2_line_height__hover=”1em” header_2_line_height__hover_enabled=”1em” header_2_text_shadow_style__hover=”none” header_2_text_shadow_style__hover_enabled=”none” header_2_text_shadow_color__hover=”rgba(0,0,0,0.4)” header_2_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)” header_3_font_size__hover=”22px” header_3_font_size__hover_enabled=”22px” header_3_letter_spacing__hover=”0px” header_3_letter_spacing__hover_enabled=”0px” header_3_line_height__hover=”1em” header_3_line_height__hover_enabled=”1em” header_3_text_shadow_style__hover=”none” header_3_text_shadow_style__hover_enabled=”none” header_3_text_shadow_color__hover=”rgba(0,0,0,0.4)” header_3_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)” header_4_font_size__hover=”18px” header_4_font_size__hover_enabled=”18px” header_4_letter_spacing__hover=”0px” header_4_letter_spacing__hover_enabled=”0px” header_4_line_height__hover=”1em” header_4_line_height__hover_enabled=”1em” header_4_text_shadow_style__hover=”none” header_4_text_shadow_style__hover_enabled=”none” header_4_text_shadow_color__hover=”rgba(0,0,0,0.4)” header_4_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)” header_5_font_size__hover=”16px” header_5_font_size__hover_enabled=”16px” header_5_letter_spacing__hover=”0px” header_5_letter_spacing__hover_enabled=”0px” header_5_line_height__hover=”1em” header_5_line_height__hover_enabled=”1em” header_5_text_shadow_style__hover=”none” header_5_text_shadow_style__hover_enabled=”none” header_5_text_shadow_color__hover=”rgba(0,0,0,0.4)” header_5_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)” header_6_font_size__hover=”14px” header_6_font_size__hover_enabled=”14px” header_6_letter_spacing__hover=”0px” header_6_letter_spacing__hover_enabled=”0px” header_6_line_height__hover=”1em” header_6_line_height__hover_enabled=”1em” header_6_text_shadow_style__hover=”none” header_6_text_shadow_style__hover_enabled=”none” header_6_text_shadow_color__hover=”rgba(0,0,0,0.4)” header_6_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)” text_letter_spacing__hover=”0px” text_letter_spacing__hover_enabled=”0px” text_text_shadow_style__hover=”none” text_text_shadow_style__hover_enabled=”none” text_text_shadow_color__hover=”rgba(0,0,0,0.4)” text_text_shadow_color__hover_enabled=”rgba(0,0,0,0.4)”]<\/p>\n

The customer journey maintains a chronological order with every purchase. Mapping the journey involves the entire customer experience, but it doesn\u2019t end at consumption. It also includes operations that are behind the scenes.<\/span><\/p>\n

An effective method to start your mapping strategy is first to build a basic user story of how customers will interact with your business. For example, if you own a chain of supermarkets, your user story may look like this:<\/span><\/p>\n

\n

A family, to provide food for their home, creates a shopping list of groceries they intend to buy. They then drive to the local store, park their car in the store\u2019s parking lot and enter the store. Using their shopping list, the family navigates the aisles picking out the items they have listed. They then go to the check-out, pay for their groceries, bag their groceries, load them into their car, and then head home. The family has successfully satisfied their need to provide food for their home.<\/span><\/i>\u00a0<\/span><\/p>\n<\/blockquote>\n

With this example, we have a few questions to ask ourselves to ensure a positive customer experience throughout their journey:\u00a0<\/span><\/p>\n