A single bad review can have a huge impact on your business, which is why customer service is key. A customer journey map can help improve conversion

Are you facing issues while trying to provide a stellar customer experience? Clearly, the onus is on the businesses to rectify this situation quickly because customer experience has been a cornerstone of business since the very beginning. However, today, the business landscape is growing increasingly competitive. Businesses are doing more than ever to get customers' attention than ever before. [si_guide_block id="86160" title="Download our Free Resource – 10 common website customer experience mistakes" description="This guide reveals examples of poor website design from different sectors which are commonly seen, but best avoided."/] Not so long ago, the need or want for a product meant we were supposed to drive miles to get to a brick and mortar store in order to spend hours looking for the desired product.…

Your ultimate guide to creating a user journey map with step-by-step instructions, a template, and an example to follow

Creating a user journey map has many benefits for both your users and your team. A journey map will help you discover friction points for the user and opportunities to improve user experience. Ultimately, you’ll discover opportunities to increase engagement and build customer loyalty. The process of creating a user journey map will help foster team alignment, clarify priorities and surface opportunities for increased revenue or saved customer service costs. Creating a journey map means that you’re prioritizing user experience as a means to create long-term value. [si_guide_block id="83545" title="Download our Individual Member Resource – Persona research guide" description="This guide will help you build personas using the most appropriate research techniques. The research doesn't need to be lengthy or costly, as this guide explains."/]

Template to use

Don’t be intimidated by the thought of jumping straight…

Chart of the Day: Personas, Journey mapping, AB testing, VoC or NPS, which do you use?

From our research on managing digital marketing it's clear that there is a major challenge for many marketers of creating integrated strategies and communications plans. From a customer point-of-view there is also likely to be a poor experience if their customer journeys are unclear or restricted by the inability of brands to integrate their communications and experiences. Since improving your customer journey can be one of the most effective ways to boost online leads and sales, we asked respondents which analysis techniques their businesses were using to research and improve the effectiveness of their customer journey. You can see that using customer personas and customer journey mapping has become a popular approach which is great to see. Improved focus on customers can only be a good thing, both for businesses and…

An example from Financial services showing insight on how to map your customer journey and optimise it for maximum conversion rates

Twenty years ago, customer journey mapping was much simpler. Your customers likely saw an ad in a magazine or on television and then went to a brick and mortar location to make the purchase or made an order over the phone. Simple, right? Not so today.... With all the digital devices your customers have access to (television, smartphones, tablets, desktops, laptops, etc), the customer journey can become much more convoluted. Consumers may hop on their tablets to research a product, and then later that week, use their desktop computers to place an order online. There are an unlimited number of ways that customers can move through the consumer journey, but one fact holds true: only 2% of customers buy a product on their first visit to the website, meaning that understanding the…

Showing how integrating personalisation and automation can deliver a more personal experience

Long gone are the days when a website was a 'one size fits all' online brochure.  Now your web presence needs to play a fundamental role not just in reaching prospects, but also leading them through a personalised customer journey toward conversion to customers and long-term engagement.

According to Econsultancy, 77% of companies are currently planning to increase their digital marketing spend in 2016.  Whilst 38% of companies are focussed most heavily on acquisition, 62% recognise that retention is either as important or more important.  It’s vital to remember that getting visitors to a website through acquisition tools is an expensive exercise if you don’t also successfully convert the customer and grow your customer equity.   Estimates of how much it costs to acquire a new customer vary wildly from the conservative 3 times to an eye-watering…

Optimising and connecting customer touch points

Marketing expert Dr. Jeffrey Lant, says that in order to penetrate a consumer’s consciousness with your brand, and to make significant penetration in a given market, you have to make contact with the prospect a minimum of seven times. These seven “touch points” don’t have to be dedicated sales outreach, but refer to the different ways consumers interact with your brand: browsing your mobile site, for example is a touch point, as is receiving a flyer or trawling through your social channels. Although this “Rule of Seven” is not absolute, it gives marketers an idea of the kind of effort and variety it takes to make an impression on a potential customer. With the dawn of the digital age, the numerous channels and devices available for interaction mean that optimising each consumer touch point is more important than ever. It has…

Techniques for mapping your customer journeys across different touchpoints

Understanding your customer and how they interact with your business directly and indirectly is critical in driving improved value, repeat business and longevity of relationship. To deliver this and to be able to create a communication strategy which builds a conversation with your customers, it helps to visualise current and planned customer journeys and the key touch points across different marketing channels. So, where do you start when looking at your business and the journey a customer takes in the initial phases of a decision-making process and in follow-up phases as the relationship builds? This post has been written to provide advice and guidance to marketing professionals on the key steps to mapping your customer’s journey with you.

Understanding the Customer Touch Points and Channels

When beginning to look at a customer journey, a good place to start is the various touch points a customer…

A process for content mapping and workflow

I've posted a few weeks ago on marketing automation and also this week on lead nurturing, the concept is reliant on having great content at each and every stage, so I thought a post might offer some further insight. It's also easier than you think, a relatively simple and practical process that can be tested and improved upon over time.

What exactly is content mapping?

Content mapping is (amongst other things) a process for lead nurturing by which a team prepares and organises relevant and valuable content. Once done, this content can be distributed to prospects depending on the type of lead (persona) and their point in the buying cycle (scenario).

Create and map content that generates buyers

Persona definition - you'll already understand your personas from my last posts - once again Im stressing how effective persona definition is key, otherwise how do you…

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