The most crucial step to boost business growth is to map your customers’ journeys. Customer journey mapping can alter how you see your entire company and enhance its performance when done correctly. If your company already has a customer journey map, you are probably already aware of how crucial it is to comprehend how customers interact with your brand.

But just because something has a customer journey map doesn’t imply meeting customers’ expectations. There can be an area for improvement, untapped possibilities to understand your customers better, or chances to use that information to generate measurable benefits. And taking advantage of downtime in your company is the ideal opportunity to review and improve your current customer journey map.

Here are the four actions you must do to enhance your customer journeys and facilitate a lead conversion.

Step 1: Set your goals

You need to ask yourself why you decided to make a map in the first place before you start drawing it. To improve their customer journeys, some of our clients have set the following goals:

They are making sure that the appropriate individuals hear the appropriate messages at the correct times, ensuring that your team members develop more empathy for and understanding of the customer experience, preventing cart abandonment, decreasing churn, and so on.

Whatever your objectives, it’s crucial to identify them before fine-tuning your client journeys so that you can track results. More clients completing the checkout process can signify success for e-commerce enterprises. SaaS enterprises may use a decrease in the turnover rate to gauge success.

The subscription management business Chargify established a target for 2019 to enhance the calibre of leads being channeled from marketing to sales. The Chargify team successfully qualified and nurtured engaged prospects to achieve this goal. As a result, the sales team could focus their efforts and experience a threefold increase in the leads-to-opportunities ratio.

Step 2: Visualize your existing customer journey

Putting oneself in your client’s position is the following stage. This could entail visiting your company website and purchasing from your Shopify store, joining your email subscription, starting a free trial of your SaaS product, or finishing your onboarding process for new clients or employees.

Create a visual picture of your client’s journey as you move through that process. You may begin to plan the trip based on what you went through as a “client” by utilizing sticky notes on a whiteboard or a visual marketing automation tool like Autopilot. You will be able to pinpoint any friction spots your customer will have while dealing with your brand once you have mapped out your current customer journey.

It’s critical to highlight that instead of actively seeking new clients, this stage focuses on plugging these holes, or “leaking buckets.” If these holes are not filled, your company may lose potential clients and money-saving resources.

For instance, Blys, a company that offers on-demand wellness apps, collaborates with massage therapists in Australia and New Zealand. Blys is an Autopilot client. After mapping their current onboarding program for therapists, the Blys team identified many friction areas for incoming therapists.

“When we first started, therapists would agree to collaborate with us and disappear. They will contact us a month later with inquiries like, “Do I need to submit timesheets?” says CEO and founder Ilter Dumduz. “At that point, we noticed a significant delay between signing up and becoming accustomed to the site. We immediately realized that we needed to be more proactive in our communication with them immediately, which included following up with them on their first task.

The Blys team revised their onboarding process and added a check-in email delivered as soon as a therapist accepts their first position. The therapist receives another email after doing that crucial initial task requesting them to reply with any other questions they may have.

Step 3: Implement your new touchpoints

Include new steps and touchpoints to your journey map that you believe will assist individuals in moving from the interest, intent, and evaluation stages to the purchase and retention phases. Making your customers more likely to buy and repurchase can be done in various ways. These consist of the following:

You are improving customer support, adding exit-intent pop-ups to help shopping cart recovery, answering frequently asked issues in a Help Center article, updating your website’s appearance, producing memorable content experiences, etc.
When carrying out this stage, it’s also a bright idea to work with your marketing, sales, and customer support staff to address any issues they learn about from current and potential clients.

Step 4: Assess your updated customer journey

Your effort is not finished just because you have produced your customer journey map. The most crucial stage of this procedure is step 4, which involves assessing the outcomes. How many more visitors visit your website but leave their shopping carts empty? Do the additional resources you’ve developed benefit your clients, or is there anything further you can do to improve their lives?

These are just a few illustrations of the kinds of inquiries that your completed map ought to enable you now to respond to. Additionally, remember that improving your client journey map is a continuous activity. Regular map updates are necessary, and the slower times of the day are ideal. Additionally, this approach must include testing, which is the cornerstone of every effective and flexible customer journey.

The ultimate growth engine
The most crucial thing you can do for your company is considered and sketch your client’s journey. In actuality, our business has taken the same action. We increased our revenue to eight figures in just four years.

By disclosing what we accomplished, we hope you may learn from the best parts and improve your own client experiences.

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