Creating a customer experience map helps you determine the shortcomings, strengths, and opportunities. It also identifies where your company stands out in the market and customer’s views. This customer map also gives critical insight to refine and focus the customer experience and help you reach your business goals and desired outcomes.
This map consists of numerous touchpoints where a customer and organization interact and the interaction that takes place at that touchpoint. The customer experience map is similar to the customer experience journey map. Still, the customer experience map lets you analyze the customer-brand interaction and behavior on each touchpoint and channel.
Customer service includes the marketing, branding, and sales process of a company but doesn’t forget, Customer Experience Mapping and Customer Journey Mapping are two different things. If you are confused about both, here’s the difference between both.
Let’s go ahead and crack how to create a customer experience map!
As beginners, most people think that customer experience mapping is the same as customer journey mapping. Although they are quite similar, they aren’t the same in any way.
A customer journey mapping is all about the consumer experience touchpoints from the very first sale exposure to all the essential post-sale interactions. The customer experience map is somehow the same thing but a little forward and one step ahead - it examines a complete picture relevant to the brand, behaviors, interactions, and channels.
Customer experience mapping is in no way a linear path. Instead, it provides the complete guide and understanding for the whole process that your target customer might go through while interacting or organizing with your brand.
The author of Mapping Experiences, Jim Kalbach, states that these user experience maps provide deeper insight into human behavior and its broader context. These maps represent how an organization can fit into a person’s life.
The best way to understand the customer experience map is by considering it an all-encompassing visualization for a bigger picture of the business idea. In contrast, the journey map is primarily focused on specific buyer’s interactions and directly the post-sale loyalty. That can also be called customer attrition in most cases.
The most significant benefit of using this experience map is to improve the company's sales and increase revenue.
With the improvement of these factors, a company can also boost up drastically from beginning to end.
The key benefits that are included with a customer experience map are:
If you understand your client’s interaction points with your materials, you can improve your messaging to target the client appropriately; meanwhile, you can also reduce your unwanted area and weak areas of the ad.
That can also improve your overall marketing strategy.
If your reps and sales team figure out the resources and sales content that works well, your company’s sales and revenue can reach your dream.
Better sales training can improve buyer’s personas and becomes an edge for the improved interaction between the buyer and team.
Creating a customer map helps to comprehend how a buyer interacts with you after becoming a customer.
This stage lets you retain your customers and sales by motivating customers to become net promoters.
There are numerous touchpoints in the company, and figuring them is immensely helpful. For instance, if a company has an Ad channel (say Facebook ads), that ad makes the viewer/customer land on the primary landing page; this page can let the buyer make a potential decision.
Many businesses have complex funnels that include multiple channels:
For the most accurate customer experience map, you can document every lead, site visitor, and customers who see your material and brand.
If you want to find all of the data, you definitely would need tools. These tools used to generate customer experience maps are categorized as software, outreach, and records. Standard tools for gathering customer experience data are:
There are plenty of helpful ways to create and to use the customer experience may and some of them are:
The first step toward creating and visualizing the customer experience map is to visualize the data. For this, you can focus more on functioning instead of designing and can get the best essence from all the information you previously had.
In the same analogy, you can use a spreadsheet to visualize and collect all the related infographics. Remember, the way you organize and compile all the information directly affects the progression of the customer profile.
For instance, this map includes how your customers feel and ideas for improvement.
Tip: if you want to crack how the customer feels about the touchpoint, you can use different tools. For instance: if a particular element is converted perfectly, it means your customers’ response is good.
Using different things for feedback can give you an accurate idea of how a visitor sees your touchpoints.
If your sites take time to load and show data in delay, the visitor will get frustrated; thus, you need to improve the site speed for a better experience. Many times customers also get annoyed by the late response from the company.
It shows that you need to improve your data access and customer support.
One of the most valuable benefits of creating an experience map is the ability this map provides to the creator for potential improvements.
The process of visualizing where your organization interacts with its customers creates an obvious picture.
The examples can help you understand the customer experience maps more efficiently. Here are some examples of your inspiration:
Once you seek out a complete map including all the information regarding customer interaction with the brand and process, it becomes easier to think of implementing these changes. It also helps to create a kind of map that you and all your buyers would love.
So, coming toward another essential question, what do you need to start this overwhelming customer experience mapping? First of all, take some time to gather and aggregate your customer and employee feedback. For the next, here are some significant prerequisites;
These touchpoints include the website or all the social media channels in use. Also, it accounts for other traditional or digital advertising methods in use like radio, TV, print, social media advertising, etc. Other than these forums, one can also consider telephone services for sales, customer service, or technical support representation and retail stores or any different physical location in use that can foster direct mail, invoices, or some other receipts.
You can also consider all the map prospects concerning the touchpoints. In simpler words, the purpose of this interaction can prove helpful in identifying major interaction types that a customer may have with your brand at some time. These interactions may include gathering some information or solving a problem related to customer support. Other sales interactions and comparisons can also be part of customer goals.
The buyer’s journey lets the consumers or customer pass through several phases. So, along with addressing the core purpose behind interactions, you also need to identify the customer’s touchpoints through which they may interact some time with your business in between the phases of the journey. These touchpoints can be categorized considering everything from awareness to evaluation, decision making, purchase, or the final post-purchase experience.
The business purpose has a direct link with the touchpoint it serves. So though you can rely on Facebook for one awareness-building stage, you have to establish other channels like LinkedIn and Twitter to support your customer service initiatives.
For mining your data, you can use various methods to gather your customer’s feedback. For example, you can consider mining the data from your employees or customers. In contrast, you can collect all the additional data from other forums, including surveys, one-on-one interviews, call center logs and analytics, web analytics, buyer persona, blog comments, product or service reviews, testimonials, social media interactions, forums, customer support communications, etc.
Evaluate the purpose of each touchpoint from the customer’s perspective and try to find the impact it may have. For example, evaluate if it strengthens the competitive advantage by delivering or explaining the benefits to the consumer? Also, try to find if your touchpoints are encouraging cross-selling, repeat purchases, or up-sellings. Overall, it’s crucial to understand the answer to all the “why” from your potential customer’s perspective and perspective.
What are your customer’s expectations from your company are the essence of all the touchpoints you have. Evaluate if you know about all those touchpoints and whether you meet your customer’s expectations or not. If there are any that you are not fulfilling, they can loosen your relation with your customers. In addition, a valuable insight into all touchpoints can keep you up to date for evaluating the overall effectiveness.
A customer experience map is a challenging and sensitive part of any business, but those who know its roots can win the market. Creating a customer experience map by considering all the touchpoints from the idea to post-sale interactions can arm you with the quality of winning the competitive market and the customer profile. The article mentions each and everything that you might need to know for creating a customer experience map.
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