Name: How to create a customer journey map in under an hour | Videos | Gan Jing World
Uploaded: 2022-12-15T08:52:44.115Z
Duration: 6 min 20 s
Description: In this video, Jamal from Hubspot showed us How to create a customer journey map in under an hour. Customer journey maps use storytelling and imagery to illustr... | Videos | Gan Jing World

Business

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In this video, Jamal from Hubspot showed us How to create a customer journey map in under an hour. Customer journey maps use storytelling and imagery to illustrate a customer's relationship with a business over time. The story is told from the customer's perspective, providing insight into the total customer experience. It helps companies understand and address customer needs and touchpoints as they experience your product or service. In other words, mapping out the customer journey allows businesses to see how their brand is: first engaging with potential customers and then moving through the touchpoints of the entire sales process.

What is a customer journey map?
A customer journey map is a visual tool for understanding what drives customers to interact with each business - their needs, hesitations, and concerns. While most organizations are good at collecting data about their customers, data alone cannot communicate customer frustration and experience. A story can do that, and a customer journey map is one of the best storytelling tools in the business.

Steps to building a customer journey map
1. Completing customer profile (personas)
2. Outline the critical stages of the Customer Experience process
3. Identify customer touch points
4. Measure customer emotions at each stage and identify customer pain points
5. Proposal to improve and fix barriers
6. Update and improve

The benefits of building a customer journey map

With the customer journey map; businesses can:
- Provide an overview of everything related to the product/service the business provides.
- Bringing together teams to address specific customer barriers to understand core customer journey paths, where additional development will have the most significant impact.
- Build faster and higher customer conversion rates by minimizing negative customer experiences by identifying key steps and decision points.
- Improve customer retention by understanding the customer through each stage of a procurement cycle to ensure accurate information is available and accessible to all stakeholders.
- Allows businesses to zoom in on a single customer journey within a specific funnel
- Understand the metrics needed to determine customer progress and drop points, creating opportunities to bring back customers.
- Allows businesses to prioritize actions in their customer experience strategy
- Reveal the gap between different channels and departments.

Video Chapters
00:00 - Intro
00:31 - What is a Customer Journey Map?
02:15 - 3 Stages of a Customer Journey Map
02:53 - Awareness Stage
03:14 - Consideration Stage
03:50 - Decision Stage
05:04 - Delight Stage (Bonus)

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