Curating an enjoyable customer experience isn’t just a checklist item; it is a prerequisite for staying in business. Companies investing in their customer journey mapping are staying ahead of the competition by keeping the focus on creating a space that encourages return. But how does one generate a company journey map, and what tools do they use to track success?
From AI virtual assistants to workforce engagement management tools, there are so many tools you should be focusing on to stay ahead of the competition. We’ll break down the necessities to stay ahead of the customer journey analytics and keep you ahead of the competition.
Interested in an automated, personalized CRM solution for your call center? Book a demo with one of our Hooked specialists. They’ll walk you through how Hooked can enhance your business and facilitate an enjoyable customer experience.
What is Customer Journey Mapping?
Customer journey mapping, sometimes called customer experience journey mapping, is a chronological, often cyclic, guideline for how a customer interacts with a company. This helps your employees determine their next steps for their next interaction with the same customer and ensures they want to keep coming back to your company, building brand loyalty.
From the sales industry to travel and hospitality, crafting a customer journey map enables your company to cater to customers at every step of the process.
Stages of the Customer Journey
Before you create your customer journey map, you need to know the steps your customer takes through your company. While every business and product is different, each step should have the client at the center of the process. Here are some of the basic stages you should consider:
| Stage | Description |
|---|---|
| Awareness | How your customers initially find your product. This can come from social marketing, advertisements, or calling qualified leads. What will make the best first impression on the audience you’re trying to curate? |
| Engagement | Having conversations with your customers, addressing their needs, caring for their emotional journey, and highlighting your product. This is the core of the customer journey mapping. |
| Conversion | Depending on your company, this can be selling products or scheduling appointments. This stage should be a quick, simple, and easy process for your customers. |
| Retention | Caring for your customers after accomplishing your goals. This step requires you to reach out and answer any further questions they may have. Once this is complete, you can repeat the process with the customer and continue caring for them. |
How to Build a Customer Journey Map
Building your customer journey map requires you to evaluate your company at every step and identify the customer that you’re trying to capture. It could be as simple as creating a product that appeals to a specific customer or determining what social media they use.
If you already have a customer journey map that isn’t working or managed well, here are the steps you must take to elevate your customer experience:
Step 1: Determine Your Customer Persona
Who are you trying to reach? What behaviors does that demographic have when it comes to purchasing, scheduling, or more? Identifying who you’re trying to interact with will color your entire customer journey and tailor it to your preferred audience.
Step 2: How Do They Interact?
Today, there are so many ways for companies to interact with their customers. You must identify which ones make sense for your demographic and focus on them. Here are a few that you should consider: Social Media (Instagram, Facebook, LinkedIn, etc.)
- SMS Messaging
- Phone Calls
- Web Search
Staying ahead of their needs and how they get information allows you to fine-tune your process to their desires.
Step 3: Map Your Current Experience & Identify Pain-Points
Even if you haven’t created a customer journey map, your employees are following one that makes sense to them. Identify the current experience your customers are going through and identify what makes sense and what doesn’t. Keep the processes that are working and re-evaluate the ones that don’t make sense.
Step 4: Curate a New Customer Journey Map
Now that you know where your customers are being held up or where your employees are getting confused, it’s time to address those concerns. Create a new process that makes sense to everyone and becomes a pleasant customer experience that keeps them coming back.
Retrain your current employees on this new process through call center training or your preferred training method. Once everyone is trained, it’s time to fine-tune your new process and evaluate the success of the new journey.
What are Customer Journey Analytics?
Customer journey analytics are the statistics that you must track through each step of your new map. What you track will be determined by your measure of success, so take a look at each step of your customer’s journey and determine what it means for your company to succeed in that step.
Here are just a few metrics that you could use to track your customer journey analytics:
- Call volume
- Sales made
- Scheduled appointments
- Follow-ups made
- Number of repeat customers
If your company isn’t meeting the analytics you expect, it might be time to re-evaluate your customer journey map. Your map will change depending on the demographics you’re trying to capture, market shifts, or a change in your customer persona. By keeping a close eye on your analytics, you can stay ahead of the competition and adjust as needed.
How to Know Which Customer Journey Tools Are Right for You
But keeping track of your analytics will require you to employ some customer journey tools. There are many options to consider, but we recommend investing in a customer relationship management (CRM) system.
Depending on the CRM you choose, you can customize your view and what you want to track at every step. CRMs specialize in transparency of the customer’s journey and provide details through each step they take. They do the heavy lifting for you, so you won’t have to track individuals’ interactions manually. A good CRM will unify call center management, AI automation, and real-time insights. Plus, it should track the requested data.
How Hooked CRM Builds a Cleaner Customer Journey
If you’re seeking a CRM that streamlines your customer journey map, Hooked CRM is the solution you’re looking for. Within the dashboard, you’ll already have access to calls, schedules, and data without having to switch between various screens. Hooked gives you the visibility needed to pinpoint where customers are being missed and provides valuable insights to adjust your mapping and level up your process.
Plus, with our AI tools, Tacklebox AI, you won’t have to worry about tedious tasks like transcribing, creating reports, or taking notes. Throughout the process, our AI can automate the processes that were holding your company back from getting ahead of your competition.
Conclusion
The customer journey map is essential to ensuring your customer is cared for throughout their interaction with your company. It is a process that will change as your audience changes, so it’s paramount that you track the customer journey analytics through each step. Unfortunately, you can’t create the perfect customer experience for everyone, but by making data-based adjustments, you can give your employees the best chance at success.
At Hooked, we believe that we have created the best customer journey mapping tool. It will track every metric to quantify success and elevate your process. With a mix of a VoIP dialer, CRM, and AI tools, it’s the tool your team needs to increase their capacity to succeed.
If you’re interested in Hooked CRM, book a demo with us or schedule a call, and one of our representatives will be with you as soon as possible. We look forward to talking with you and increasing your potential.
