Customer Journey Mapping
Gain insight into the journey from prospect to super fan.
Does interacting with your organization feel like one smooth experience?
All touch points are part of the customer experience. Imagine it as a digital conversation your business has over time with your customers. And each step along the way should seem like they are conversing with the same person.
But it's hard to design and deliver a consistent experience. This is especially true because customers don’t always follow the linear path you might expect them to. And sometimes they take long breaks along the journey. Which is okay if you’re able to rejoin them again later.
When hand-offs are clunky, you lose customers.
That’s why it’s so important to consistently and clearly integrate your brand story into an intentional customer journey.
We work with businesses all the time to craft an overall narrative that guides their customer naturally from one touch point to the next. In fact, architecting these journeys is one of our team's favorite activities.
Mapping your organization’s customer journey may seem overwhelming, but we’ve broken it down into clear steps that we’ll walk you through during the session.
The Customer Journey Mapping Session is a collaborative effort to leverage your expertise and understanding.
From there, our team will build an actionable plan for consistently developing and delivering value-rich content and experiences.
Your customer is on a journey and you have the opportunity to play the role of a guide.
But if you're going to guide your customer to take the next step toward their goals, it helps to have a map.
The journey mapping session provides you with the tools you need to identify and qualify leads.
During the customer journey mapping session we will identify your key customer segments. We'll then identify how to best engage them in each stage of the buyers journey from awareness, to consideration, to decision, satisfaction and endorsement.
When you have a clear idea about what your customer needs at each stage, you're equipped to serve them and consistently deliver value.
Customer Journey Mapping
Gain insight into the journey from prospect to super fan.
Does interacting with your organization feel like one smooth experience?
All touch points are part of the customer experience. Imagine it as a digital conversation your business has over time with your customers. And each step along the way should seem like they are conversing with the same person.
But it's hard to design and deliver a consistent experience. This is especially true because customers don’t always follow the linear path you might expect them to. And sometimes they take long breaks along the journey. Which is okay if you’re able to rejoin them again later.
When hand-offs are clunky, you lose customers.
That’s why it’s so important to consistently and clearly integrate your brand story into an intentional customer journey.
Your customer is on a journey and you have the opportunity to play the role of a guide.
But if you're going to guide your customer to take the next step toward their goals, it helps to have a map.
The journey mapping session provides you with the tools you need to identify and qualify leads.
During the customer journey mapping session we will identify your key customer segments. We'll then identify how to best engage them in each stage of the buyers journey from awareness, to consideration, to decision, satisfaction and endorsement.
When you have a clear idea about what your customer needs at each stage, you're equipped to serve them and consistently deliver value.
1 Credit
3 Credits
8 Credits
Find the Perfect Plan for Your Business or Nonprofit
Streamline Your Marketing with Powerful Automation
Automate repetitive marketing tasks, nurture leads, and drive customer engagement with our robust marketing automation solution.
Time-Saving Efficiency
Automate repetitive marketing tasks, freeing up valuable time to focus on strategic initiatives and creativity.
Personalized Customer Journeys
Create targeted, personalized customer journeys based on user behavior, driving higher engagement and conversions.
Simplify Your Marketing with Everything in a Single App
What if your marketing technology stopped being such a pain but instead felt easy.
Email Marketing
Grow your reach through an engaged email list and close sales with automated email nurture campaigns.
Social Media Management
Plan and schedule your social media campaigns and connect those campaigns to your other marketing campaigns and sales pipeline.
CRM Contacts and Pipelines
Optimize your lead generation process with conversion-focused strategies and tools.
Save $$$ Because the Price Never Changes
You can save time and money by combining all your marketing apps into one.
A Fixed Price Even When Your Business Scales
Your monthly price stays the same no matter how many contacts or users you have on your account.
Lock in the price the day you sign up
Even if the published rates do go up in the future, you will keep the same price as the first day you started using the Better Story Marketing OS.
Save time and $$ by combining all your apps into one.
Connect
Most entrepreneurs start out stitching together various services to keep costs low.
But in the end it ends up costing more in both time and money to keep everything in sync.
Consider the typical costs for a team with:
- 1,000 Contacts.
- 2 Team Members
Coordinate
As business grows, so does your marketing tech stack.
You're now using a CRM to keep track of your customers. And the number of tools to keep in sync just keeps growing.
Consider the typical costs for a team with:
- 2,500 Contacts.
- 5 Team Members
Community
You're seeing more and more happy customers and now you're exploring new ways to serve them.
Creating communities and courses can add a ton of value. But they can also add cost and complexity.
Consider the typical costs for a team with:
- 5,000 Contacts.
- 8 Team Members
OS Starter
Just getting started?
Get all the tools you need to capture, nurture and convert more leads into new customers. You'll get everything from the Coordinate level, just with a 500-contact and 3-user limit.
OS Starter
Just getting started?
Get all the tools you need to capture, nurture and convert more leads into new customers. You'll get everything from the Coordinate level, just with a 500-contact and 3-user limit.
Connect
Essential tools to connect with your ideal customers.
Leverage the primary channels of email, text, social media.
Connect
Essential tools to connect with your ideal customers.
Leverage the primary channels of email, text, social media.
Coordinate
Coordinate your marketing and sales efforts as one.
Deliver personalized value to your customers at critical moment throughout their buying journey.
Coordinate
Coordinate your marketing and sales efforts as one.
Deliver personalized value to your customers at critical moment throughout their buying journey.
Community
Grow a community that engages your ideal customer.
Increase your customers’ lifetime value through returning customers and referrals.
Community
Grow a community that engages your ideal customer.
Increase your customers’ lifetime value through returning customers and referrals.
OS Starter
Just getting started?
Get all the tools you need to capture, nurture and convert more leads into new customers. You'll get everything from the Coordinate level, just with a 500-contact and 3-user limit.
OS Starter
Just getting started?
Get all the tools you need to capture, nurture and convert more leads into new customers. You'll get everything from the Coordinate level, just with a 500-contact and 3-user limit.
OS Starter
Just getting started?
Get all the tools you need to capture, nurture and convert more leads into new customers. You'll get everything from the Coordinate level, just with a 500-contact and 3-user limit.
Connect
Essential tools to connect with your ideal customers.
Leverage the primary channels of email, text, social media.
Connect
Essential tools to connect with your ideal customers.
Leverage the primary channels of email, text, social media.
Connect
Essential tools to connect with your ideal customers.
Leverage the primary channels of email, text, social media.
Coordinate
Coordinate your marketing and sales efforts as one.
Deliver personalized value to your customers at critical moment throughout their buying journey.
Coordinate
Coordinate your marketing and sales efforts as one.
Deliver personalized value to your customers at critical moment throughout their buying journey.
Coordinate
Coordinate your marketing and sales efforts as one.
Deliver personalized value to your customers at critical moment throughout their buying journey.
Community
Grow a community that engages your ideal customer.
Increase your customers’ lifetime value through returning customers and referrals.
Community
Grow a community that engages your ideal customer.
Increase your customers’ lifetime value through returning customers and referrals.
Community
Grow a community that engages your ideal customer.
Increase your customers’ lifetime value through returning customers and referrals.
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Find the Perfect Plan for Your Business or Nonprofit
Streamline Your Marketing with Powerful Automation
Automate repetitive marketing tasks, nurture leads, and drive customer engagement with our robust marketing automation solution.
Time-Saving Efficiency
Automate repetitive marketing tasks, freeing up valuable time to focus on strategic initiatives and creativity.
Personalized Customer Journeys
Create targeted, personalized customer journeys based on user behavior, driving higher engagement and conversions.
Simplify Your Marketing with Everything in a Single App
What if your marketing technology stopped being such a pain but instead felt easy.
Email Marketing
Grow your reach through an engaged email list and close sales with automated email nurture campaigns.
Social Media Management
Plan and schedule your social media campaigns and connect those campaigns to your other marketing campaigns and sales pipeline.
CRM Contacts and Pipelines
Optimize your lead generation process with conversion-focused strategies and tools.
Save $$$ Because the Price Never Changes
You can save time and money by combining all your marketing apps into one.
A Fixed Price Even When Your Business Scales
Your monthly price stays the same no matter how many contacts or users you have on your account.
Lock in the price the day you sign up
Even if the published rates do go up in the future, you will keep the same price as the first day you started using the Better Story Marketing OS.
Save time and $$ by combining all your apps into one.
Connect
Most entrepreneurs start out stitching together various services to keep costs low.
But in the end it ends up costing more in both time and money to keep everything in sync.
Consider the typical costs for a team with:
- 1,000 Contacts.
- 2 Team Members
Coordinate
As business grows, so does your marketing tech stack.
You're now using a CRM to keep track of your customers. And the number of tools to keep in sync just keeps growing.
Consider the typical costs for a team with:
- 2,500 Contacts.
- 5 Team Members
Community
You're seeing more and more happy customers and now you're exploring new ways to serve them.
Creating communities and courses can add a ton of value. But they can also add cost and complexity.
Consider the typical costs for a team with:
- 5,000 Contacts.
- 8 Team Members
Frequently Asked Questions
What is a customer journey?
A customer journey refers to the complete sequence of experiences that customers go through when interacting with a company or brand. This journey captures all stages, starting from the initial awareness or discovery phase, moving through engagement and consideration, leading to purchasing, and finally towards post-purchase interactions which may include support or advocacy.
The aim of mapping the customer journey is to get a comprehensive insight into different customer interactions across various touchpoints. It helps businesses understand how customers are experiencing their brand, where there might be pain points or areas for improvement, and how they can streamline the process to enhance customer satisfaction and loyalty.
Understanding the customer journey is vital for delivering exceptional customer experiences, improving customer retention, and driving business growth.
Learn more about creating a customer journey map for your small business or non-profit.
What are the stages in the customer journey?
The customer journey map should include the following stages.
- Awareness. How does the customer become aware of your activities? What questions are they asking as they become aware of or try to understand the problem they’re facing? What channels do they use, and are they physical or digital?
- Consideration. What triggers the customer to consider your product or service, are they comparing it with other alternatives in the market? What questions do they now have? What understanding will they need to be comfortable making a decision?
- Decision. What concrete choices does the customer make at this point? How are they comparing the options? What factors are most important in their decision? How do they buy the product or service?
- Delivery + Use. How does the customer finally receive the product or service?
- Loyalty + Referral. Does the customer engage with your service again and become a repeat customer? How will an ongoing connection be cultivated? Do they introduce others? What channels do referrals typically come through?
Learn more about creating a customer journey map for your small business or non-profit.
Why is mapping the customer journey important?
Mapping the customer journey allows you to understand your customers' experiences, needs, and pain points at each stage of their interaction with your business. This understanding can help you improve your products, services, and marketing strategies to better meet your customers' needs.
Learn more about creating a customer journey map for your small business or non-profit.
How do I start creating a customer journey map?
Creating a customer journey map involves several key steps. Let's walk through them:
- Define Objectives: Understand why you're creating the map. Are you trying to improve the overall customer experience, solve a particular problem, or identify gaps in your service?
- Create Buyer Personas: These are fictional characters that represent your ideal customers. They should include demographic information, interests, behaviors, goals, and pain points.
- Identify Touchpoints: These are the points of interaction between your customers and your business. They could be anything from visiting your website, speaking to a salesperson, or using your product/service.
- Map the Customer Journey: Outline the steps your customers take from their initial interaction with your business to the final purchase or end goal. This could include stages like awareness, consideration, decision, and retention.
- Identify Opportunities and Pain Points: Look for areas where the customer experience can be improved. These could be places where customers are getting frustrated, or where there's an opportunity to exceed their expectations.
- Implement Changes: Use your findings to make improvements to your customer journey. This could involve changing your website layout, improving your customer service, or altering your product offering.
- Review and Update Regularly: Customer needs and behaviors change over time, so it's important to regularly review and update your customer journey map to ensure it's still accurate and useful.
Remember, a customer journey map is a tool to help you better understand and serve your customers. It should be used as a guide to improve your customer experience, not as a strict rulebook.
Learn more about creating a customer journey map for your small business or non-profit.
How often should I update my customer journey map?
It's a good practice to review and update your customer journey map periodically to ensure it remains accurate and relevant. Changes in your business, market trends, or customer behavior may require adjustments to your map.
The frequency at which you should update your customer journey map largely depends on various factors such as changes in your business model, introduction of new products or services, shifts in customer behavior, or significant changes in market conditions.
However, a good rule of thumb is to review your customer journey map at least once every six months to a year. This helps ensure that it continues to accurately reflect your customers' experiences and expectations.
If there are major changes happening more frequently in your industry, you might want to review and update your map quarterly.
Remember, the customer journey map is a dynamic tool that should evolve with your business and your understanding of your customers. Regular reviews and updates will help you keep it relevant and effective.
At Better Story Marketing, we review our map quarterly as a team to ensure it is effectively engaging our ideal customers and helping them reach their goals.
Learn more about creating a customer journey map for your small business or non-profit.
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