{"id":97119,"date":"2021-10-18T14:15:34","date_gmt":"2021-10-18T21:15:34","guid":{"rendered":"https:\/\/thegood.com\/?post_type=insights&p=97119"},"modified":"2024-12-04T07:22:39","modified_gmt":"2024-12-04T15:22:39","slug":"customer-journey-map","status":"publish","type":"insights","link":"https:\/\/thegood.com\/insights\/customer-journey-map\/","title":{"rendered":"How Ecommerce Brands Can Create a Conversion-Powered Customer Journey Map"},"content":{"rendered":"\n

Do you know your customers well? Are you able to track their journey with your brand from start to finish? If the answer to either of these questions is no, you likely have a major blindspot into your customers\u2019 motivations and needs. And therefore, you probably aren\u2019t providing a great customer experience.<\/p>\n\n\n\n

Understanding the route your customers take to purchase means stepping into their shoes and getting to grips with their pain points, objections, and goals. Doing this will ensure you give them all the information they need, exactly when they need it. <\/p>\n\n\n\n

Building a strong ecommerce customer experience<\/strong><\/h2>\n\n\n\n

The customer\u2019s experience is everything for ecommerce brands<\/a>. The sheer amount of competition means that if a customer isn\u2019t happy with the service or can\u2019t find what they\u2019re looking for, there are plenty of other places for them to go. On the flip side, if you provide a stellar experience that\u2019s smooth and enjoyable, there\u2019s a good chance customers will come back and become loyal over time. <\/p>\n\n\n\n

In fact, a study by XM<\/a> found:<\/p>\n\n\n\n

\"customer<\/figure>\n\n\n\n
  • 72% of customers who have an \u201cokay\u201d experience are likely to buy again <\/li>
  • 84% of customers who have a \u201cgood\u201d experience are likely to buy again<\/li>
  • 94% of customers who have a \u201cvery good\u201d experience are likely to buy again<\/li><\/ul>\n\n\n\n


    Ramping up the customer experience from an \u201cokay\u201d experience to \u201cvery good\u201d can improve the chances of customers returning by 22%.<\/p>\n\n\n\n

    But where do you even start? <\/p>\n\n\n\n

    Identifying your customers\u2019 key needs and pain points can feel daunting, especially if you don\u2019t have a clear idea about who you\u2019re serving. However, once you start to dig into the different stages of the customer journey, you can determine what customers need at each and every touchpoint. <\/p>\n\n\n\n

    Enter the customer journey map. <\/p>\n\n\n\n

    This is a visual representation of how customers move through your website, from the initial discovery of your brand right up until the point of sale and beyond. The benefits of customer journey mapping are self-evident, but it mostly helps identify user experience pain points and craft thoughtful experiences aimed at minimizing customer objections. <\/p>\n\n\n\n

    Want a 12 minute walk-through of how to create a customer journey map? <\/em><\/strong><\/p>\n\n\n\n

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