Customer Journey Mapping

Understand Customer Experience

Increase Goal Conversions

What is customer journey mapping?

Customer journey mapping (also called user journey mapping) is the process of creating a customer journey map, a visual story of your customers’ interactions with your brand.Customer journey mapping helps you understand a customer’s experiences throughout the full cycle of interactions via multiple touchpoints with your brand, usually represented graphically. Not only does this include each touchpoint, layered with the stages of the customer journey, but it also takes into account the positive and negative emotional impact this journey has upon your customer.

5 essential stages in customer journey

Conversion optimization is a continuous process. Key learning from each test, which are just as important as the end result, are analyzed and incorporated into future rounds of testing.

There is no “magic bullet” to solve every issue, but we help you gain insight from each test, and modernize  your organization. Our commitment as Digital Insights Africa is to sustained learning, demonstrated by our iterative testing process, has delivered value to clients like Healthcare.gov and more.

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Where Do I Begin?

Start by identifying target personas. Behavior matched with demographics can help segment your lead database into specific audiences, which can then be matched to your marketing collateral. Remember the mantra, “Be relevant. Be specific?” This is how you get there:

  • Know what stage of the journey the customer is in based on actions taken and other behavioral patterns.
  • Understand who the customer is and what they need per stage of the journey, so you can nudge them forward by delivering the right content at the right time.

A good place to start your research is with the sales team. Sales interacts with leads near the end of the journey, and have plenty of insights to help you identify specific customer behavior that indicates they are ready to buy (as well as leads that aren’t).

Tip: Sales can help identify content gaps based on the questions that potential customers frequently ask them.

Are you ready to map your digital marketing initiatives to your unique customer journey, and boost marketing performance? Get in touch and let’s discuss your needs to see how we can help.

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