Customer journey mapping is simply the process of trying to understand how a prospective customer gets to the decision to buy. In the internet age, the customer journey is not as simple or linear as it is sometimes portrayed. Over 90 percent of the people who visit your website are not necessarily interested in buying anything right now. They’re coming to your website — and most likely visiting others as well — to get information and improve their knowledge of the issue they have and how your product or service might be able to help. Many customers spend much of the customers journey on third party review sites, or rely on direct inquiries made to people in their professional networks.
- One of the buzzwords in business these days is customer journey mapping and about 34 percent of companies have made it a part of their customer service.
- To map the customer is of great help to companies because one way it helps them is to visualize the way the customers are converting.
- Customer journey mapping was an innovative idea when it was introduced but there has been recent changes to the sales funnel which means it has to be reviewed.
“The most important insight is that each customer has a unique journey.”