Digital Customer Journey Mapping: How to Get Started

word cloud around the term customer journey
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One vital aspect of your marketing strategy is understanding who your audience is and how they think. Sure, while it’s almost impossible to get into the mind of each individual lead that comes your way, digital customer journey mapping can help put you in your leads’ shoes and show you how best to approach and nurture them through the sales funnel.

What is Digital Customer Journey Mapping?

Digital customer journey mapping is the process of creating a visual customer journey map that walks you step by step through the customer’s journey. This map starts at your initial touchpoint and should walk you (and your customer) through the entire sales journey from start to finish. Doing so allows you to visualize the journey from the customer’s point of view instead of the seller’s point of view.

How to Create a Customer Journey Map in 5 Steps

Digital customer journey mapping isn’t as tedious as it may initially seem. You can get started with these five simple steps:

1. Define Who Your Ideal Customer Is

Carefully defining who your ideal customer is will require you to work out detailed customer personas. Outline the perfect customer that would benefit the most from whatever it is you have to provide. A typical customer persona will include:

  • Age
  • Gender
  • Education
  • Hobbies
  • Location (great for local SEO purposes)
  • Job Title
  • Income
  • Goals
  • Challenges
  • Values/Fears

By outlining this information early on, you’ll be better able to identify where they belong later on. So, as tedious as this step may seem, you must begin here and get as detailed as you possibly can.

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2. Identify Your Customer’s Pain Points

When a consumer makes a purchase, they are looking to solve a problem – this problem is their pain point. Customers head online to start researching solutions to these pain points, which is how they stumble upon brands.

Not quite sure how to pinpoint these pain points? Then think in reverse: You have a product/service – what problem is your product/service solving for customers? That problem is your customer’s pain point.

3. Know What Your Customer’s End-Goal Is

Are your customers searching for educational materials? Are they looking for a service or a product?

Your ideal customer may not be interested in making a purchase right off the bat. Instead, they may be in search of educational materials. So, instead of trying to sell to this customer, their journey would require more nurturing and relationship building. In the long term, your relationship-building efforts could lead to a conversion down the line.

However, if your customer is looking for immediate purchase, you’ll want to consider how to make their journey quick and efficient.

4. Start Mapping Out Their Journey by Defining Each Touchpoint

Start the digital customer journey mapping process by defining each touchpoint required to get the customer to their end-goal. Research shows that the average number of touchpoints in the sales process is eight – meaning the lead needs to interact with your brand at least eight times before they’ll commit to a purchase.

However, depending on the customer’s end-goal, that number could be as little as two or three or as great as 10 or more.

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Take the example of the customer that is looking for educational content. You know they need to be nurtured quite a bit before you approach them with a sale. So, their journey may look something like this:

  • Initial touchpoint – reads a blog on your website
  • Signs up for your email newsletter
  • Receives your welcome email campaign – clicks through to learn more about the brand, may see a product on your page and click on it, but doesn’t purchase
  • Receives an abandoned cart email regarding the product that also includes customer testimonials
  • The customer clicks through and makes the purchase.

That’s at least five touchpoints (depending on what your welcome email campaign looks like). Remember, you always want to be educating your audience and building relationships, so scammy tactics won’t work.

5. Implement, Research, Analyze, and Improve

You’ll want to run your customer journey for a predetermined amount of time to see how well it works. Once that period is up, you’ll want to carefully analyze it to see what was working and what wasn’t. From there, you can make the necessary improvements and start the process again until you start seeing more conversions.

Get Your Research Done Right with CadenceSEO Consulting

Conducting customer and market research may not be the most fun thing to do. That doesn’t mean it’s unimportant. In fact, without it, you are simply flying blind, and that’s no way to conduct business.

Let the skilled research team at CadenceSEO Consulting take over the task of conducting your market and consumer research. In return, you will get a detailed report that can help you improve on both your digital marketing and business strategies!

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Ready to get started? Then contact us today for more information!

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