5 Reasons Why You Need To Try Customer Journey Analysis

Customer journey mapping as the name suggests refers to the meticulous documentation and examination of the direct contact customers have with your business. Customer analytics helps the companies to track the customer journey analysis so that they can notice the issues that have to be resolved in order to make the journey better.

Potential touchpoints

The first important component of customer journey mapping is the definition of the potential touchpoints, that is the list of all the points where the customer interacts with the business. Some of these touchpoints could be your website, mobile application, online ads, actual physical shop, customer relations, phone calls, etc. With such mapping, you are able to identify pain points at the time when customers are making decisions to make a purchase.

Understand Motivations and Behavior

Understanding the stages of the customer journey helps business to know why the customer is behaving in a certain way. You will be able to discover their likes, dislikes, concerns, queries and motivators about the buying phase. When you get to understand the behavior and intent of the customers at this stage, you are in a position to make the right change for the next point of contact based on the location of the customer within the journey.

Build up the strengths

Using interaction data across the channels allows you to identify the areas/information that may be problematic, to meet customer satisfaction or conversion rate benchmarks at the channel level compared to other channels. Issues like needlessly lengthy and convoluted check out processes or confusing site layouts and structures or lack of detailed customer service options can be identified and rectified before the customer gets lost.

Continuously Optimize

Customer journey analysis is more of a continuous process as your firm incorporates other aspects or interactions into customer paths. Now you have discovered that it is possible to segment and map each journey on an ongoing basis which means that when new interactions occur, they are convenient, polished, effective and in line with the company’s ideal buyer’s journey. Optimisation may require redesigning structures such as website navigation, modifying messages according to buyer stage or even the way customers are dealt with. 

Be sure to distinguish the experience

The USP on the customer journey vary and can help you to stand out from the competitors. Negative experiences within the buyer journey equal high customer drop off and lost sales. But by taking the time to break down your customer data to the point where you’re fully capturing their likes and dislikes and all the potential pain points in their process, you’re in a position to shape those interactions intentionally – to differentiate yourself. As for journey innovations, they can consist of such items as stage-specific content, interfaces, services, and proactive services, for instance.

Conclusion

In the steps of the typical customer journey involving the awareness, consideration, decision and retention levels, the observation of how customers engage with a company can be useful in making changes for the better. Analysing customer journey stages should be among the main strategies that ought to be pursued in the understanding of the customer and creation of customer relationships for the long-term.