A customer journey map is a visual asset that illustrates every touchpoint a customer has with your business. Instead of aisles and departments, it describes social media, pages on your website, email marketing, and more.
Ultimately, this describes how consumers find and interact with your business. How many touchpoints do they need before they convert? Which touchpoints are most conducive to conversions ?
You can use the information from customer journey maps to better understand where to focus the majority of your marketing energy. For example, if most people never engage with you on Twitter (Now X) , you might be better off reaching out to potential customers on Facebook or LinkedIn .
What is an experience map?
While customer journey maps using ai to boost your small business describe how customers find and interact with your business, experience maps illustrate what customers think about that experience and how that experience influences their purchasing decisions.
For example, a customer might enjoy interacting with your brand on Instagram. In fact, your Instagram posts might lead to a purchase. You’ve identified a high point on your customer experience map.
But when they get to the checkout page on your site, they may be frustrated by the number of fields they need to fill out or the lack of payment options. This is a problem area on the map.
Then you have periods of inactivity. These are low points on the map .
What is a customer touchpoint?
A customer touchpoint is an email list experience between you and the customer. If your customer follows you on Twitter, that’s a touchpoint. If a consumer reads one of your blog posts , that’s also a touchpoint.
Each touchpoint forms a point on the customer journey map. Obviously, each customer will follow a different route, but when you create customer journey maps, you will see patterns across individual touchpoints.
For example, let’s say you create business sale lead a viral video on YouTube . Suddenly, a lot of consumers are interested in your product.
This viral video could be your most popular touchpoint. It could also be the touchpoint that convinces the most people to convert .
You can’t discount the other touchpoints. Together, they shape the overall impression consumers have of your brand.