Well, there are many ways to build one, and it mostly depends on what works best for your company, goals, and capabilities. There are three main types of customer journey maps:
Current State: Focuses on consumers’ current thoughts, actions, and feelings as they interact with your brand.
Future State: Focuses on your consumers’ future thoughts, actions and feelings as they interact with your brand.
The Buyer’s Journey : Focuses on the three main stages of the buyer’s journey – awareness, consideration and decision – and the thoughts, actions and feelings of your consumers at each stage.
Whatever map you choose to create, you'll want to make sure you include the entire journey, from the moment your customers realize they have a problem that needs solving to the moment they figure out the best way to solve it.
Now that we've covered the three main types of maps, let's go over the steps for making your own.
1. List the objectives
What are you hoping to accomplish by creating your customer bolivia telegram data journey map? Are you hoping to discover where there are holes in your inbound marketing? Are you hoping to find more content ideas to create? Or are you trying to reduce the time it takes for your customers to move from the awareness stage to the decision stage? Whatever your goal, write it down, so you always remember what you’re looking to accomplish.
2. Identify your potential buyers
You probably already have an idea of who your buyers are. Write down who your ideal customer is and consider the following factors:
What is your position?
Which sector does it belong to?
Who do they report to?
What kind of questions do you have?
What is your daily life like?
How partners are investigated
You can reach out to your sales team to take the pulse of the people they’re having conversations with. Or, you can survey your current customers and ask them specific questions about how they interact with your website and content to help you better understand who their ideal buyer is. Make sure to focus on a specific customer for your map. This will allow you to be as specific as possible and really understand how your ideal buyer interacts with your brand.
3. Indicate your points of contact
Touchpoints are one of the most important parts, as they are the instances where you have the opportunity to connect with your customers. Look first at your website analytics, identify how your customers are finding you and the touchpoints they are already taking to interact with you.
Some examples:
Download a whitepaper
Request a demo
Subscribe to the newsletter by email
Clicking on a paid ad
Visiting the website from a mention or external content
Being referred from social networks
Make sure you list all possible actions. If the list is too long, it may mean that you are asking your customers to take too many actions. This is the kind of insight that the map can help uncover.
4. Know what you want on your map
Okay, now it's time to start thinking about the fields you actually want to include in your map. This will depend on the type of map you're creating. To give you an idea, we'll focus on the Buyer's Journey map.
Obviously, you’ll want to convey all three stages: awareness, consideration, and decision. But, you’ll also want to highlight what stages your consumers are in, what actions they’re taking, their thoughts and questions, and touchpoints.
5. Fill in the blanks
Once you identify all of these important areas, motivations, thoughts, and actions, you’ll want to make sure you have the right content and resources, and if not, create what you need. Content fuels your email marketing , so it’s important that you have blog content, gated pieces, demo options, pricing information, etc. that will play a big role in your customer’s journey. It can also be helpful to see if there are any stages where your customers are getting stuck or if they’re falling off altogether. That can help you determine if you’re simply not providing them with the resources they need at that particular stage.
6. Make the necessary changes
Just because your customer journey map looks a certain way now doesn’t mean it always has to. As your business grows, so do your software and services. Plus, your ideal customer can change, and with that comes different motivations and needs. Make sure to periodically review your customer journey map and compare it to what your current and ideal customers look like, as well as what your website data and analytics tell you.