Have you ever wondered what your customers really think about you?
Chances are – You have an idea of what they want, how they feel and how you can improve your business.
But do you know for sure?
Heck, maybe you don’t want to know. But beware – You’re leaving money on the table.
Journey mapping is like a secret spy mission to uncover what customers love (and hate) about your company. Except it’s not that secret.
Let’s debunk the most common myths about journey mapping and take a look at why it’ll be a gamechanger for you:
Myth 1: Journey mapping only identifies touchpoints
Nope!
Journey mapping is all about getting to know your customers and their motivations and emotions throughout their interaction with your brand.
Not just touchpoints. But what Betty said about you to her sister after spending hours in your brick-and-mortar shop. Or how Jack responded after he was booted from your online buying process – without warning.
During any point in the customer experience, journey mapping can identify your customers’:
- Motivations
- Concrete feedback
- Emotions and thoughts
Look at the big picture. You’ll see where you can make improvements to create a customer experience worth coming back to.
Myth 2: Journey mapping is a one-time deal
Think you can map out your customer experience just one time and build a business to embrace them? Think again.
Journey mapping is a continuous continual improvement process. The reason I make that distinction is because your feedback loop should never stop.
This is not an annual survey or a biannual focus group. Instead, journey mapping and feedback should be baked into your sales and customer support processes. So you’re constantly aware of changes to be made, gaps to be filled, opportunities to be had.
By using feedback, listening programs and keeping up with the latest in service design, you can keep your journey map fresh and always provide a best-in-class experience for your customers.
Myth 3: Journey mapping is only for big corporations
Big or small, every business can benefit from understanding their customers’ experiences. Engagement and loyalty doesn’t care about the size of your company.
And that’s a good thing!
Journey mapping helps you understand your customers’ needs and expectations at every point in the customer experience. No matter how long, complex – or short – it is.
So you can make improvements that will keep them coming back for more.
Myth 4: Journey mapping is just for digital experiences
Not at all.
Journey mapping can be used to improve physical experiences too – like visiting a brick and mortar store or receiving a service in-person.
By mapping out the entire customer experience, you’ll be able to make improvements no matter where they interact with your business. Analog vs. digital. It doesn’t make a difference.
Myth 5: Journey mapping is complicated & time-consuming
Sure, journey mapping requires a little bit of work. But what worth doing doesn’t need a little investment?
It’s all about ROI.
Will you get enough insights from your listening programs to deem the process worth it? Heck yes.
With the right process and/or partner at your side, journey mapping can be a breeze. Essentially, you’re just listening to your customers and improving your company with their feedback.
Simple is as simple does.
Journey mapping is a powerful tool for businesses of all sizes looking to improve the customer experience and increase their loyalty and retention.
Who doesn’t want more of that?!
Unlock its potential by uncovering what your customers really think about your products and brand. Collabo XD can help!
Get your free consultation here.