Persuasion is a fundamental skill that marketers need to affect consumer behavior. Marketers must understand a customer’s behavior to effectively influence their behavior and purchase decision-making processes that mutually benefit both the customer and the business. Marketers can help businesses gain better insight into customers’ attitudes and thoughts towards investing in a particular product or service, identifying market trends and competitive advantages, and allocating resources efficiently.
Customer journey mapping is an essential tool that helps marketers understand customer behavior. According to the Salesforce UK blog about customer journey mapping, it encourages businesses to put themselves in “their customer’s shoes and see their business from the customer’s perspective.” Also, “it allows you to gain insights into common customer pain points and how to improve those.”
Customer journey mapping illustrates the experiences customers have with a brand. It helps businesses determine how to identify and manage their customer interactions and touchpoints and products and improve customer experiences. Customer journey mapping also helps companies make better business strategy decisions and overcome challenges such as customer dissatisfaction, abandonment, and missed opportunities.
Predict Customer Behavior:
Identify and Improve Customer Needs:
Provide Personalized Customer Relationships:
Customer journey mapping is a vital and effective tool for businesses to increase growth, customer satisfaction, and success of its brand. In fact, according to the Customer Journey Mapping Research Report 2018, 71% of organizations that used customer journey mapping believed it yielded increases in customer satisfaction. Customer journey mapping enables businesses to cultivate the right customer relationships that produce optimal results.
Did you enjoy this post? Read about customer satisfaction surveys in retail that work in my last post!