{"id":4771,"date":"2018-07-05T15:37:03","date_gmt":"2018-07-05T15:37:03","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=4771"},"modified":"2018-07-05T15:37:03","modified_gmt":"2018-07-05T15:37:03","slug":"customer-journey-mapping","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/customer-journey-mapping\/","title":{"rendered":"How to Boost CX with Customer Journey Mapping"},"content":{"rendered":"A compelling <a href=\"https:\/\/www.walkme.com\/blog\/customer-experience\/\" target=\"_blank\" rel=\"noopener\">customer experience<\/a>\u00a0is one of the most important competitive differentiators a company can have.\n\nThe customer experience has a powerful influence on everything from brand perception to <a href=\"https:\/\/www.walkme.com\/blog\/improve-customer-retention\/\" target=\"_blank\" rel=\"noopener\">customer retention<\/a>. But before you can successfully provide a positive experience, you must understand what it&#8217;s like to go through the customer journey.\n\nCustomer journey mapping allows business leaders to understand what happens at each touchpoint, as well as the overall experience, to achieve more sales and customer satisfaction.\n<p style=\"text-align: center;\"><em><strong><span style=\"color: #ff9900;\"><a style=\"color: #ff9900;\" href=\"https:\/\/www.walkme.com\/blog\/what-customer-experience-means\/?utm_source=blog&amp;utm_medium=inlink&amp;utm_campaign=proceed_ratio\" target=\"_blank\" rel=\"noopener\">Dive Deeper: What Customer Experience Means For Brands in the Digital Age<\/a><\/span><\/strong><\/em><\/p>\n\n<h2>What is customer journey mapping?<\/h2>\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-4773 size-full\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/07\/Untitled-design-23.jpg\" alt=\"customer journey\" width=\"800\" height=\"500\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/07\/Untitled-design-23.jpg 800w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/07\/Untitled-design-23.jpg?resize=300,188 300w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/07\/Untitled-design-23.jpg?resize=80,50 80w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/>\n\nCentral to building an engaging customer experience is the ability to see from the customers\u2019 perspective.\n\nA customer journey map provides just this insight. From the initial contact stage through the process of engagement, the sale, and sustaining a long-term relationship, customer journey mapping provides an overview of the entire customer experience.\n\nAssessing the customer journey helps you answer several important questions. For example, what are the motivations, experiences, and actions that drive customers to your business? What influences their decisions along the way?\n\nIf you can clearly answer these questions at each step of the journey, you are positioned to improve customer retention and satisfaction.\n<h2>5 stages of customer journey mapping<\/h2>\nCustomer journey mapping can be broken down into five main stages.\n<h3>Stage 1: Discovery<\/h3>\nIn the first stage, a customer either discovers some sort of marketing material or actively seeks out information about the product and service they are looking for.\n\n<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-thumbnail wp-image-4774\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/07\/if_search_1954544.png?w=110&#038;h=110&#038;crop=1\" alt=\"customer journey\" width=\"110\" height=\"110\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/07\/if_search_1954544.png 256w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/07\/if_search_1954544.png?resize=110,110 110w\" sizes=\"auto, (max-width: 110px) 100vw, 110px\" \/>\n\nThe discovery stage is critical for making a positive first impression and capturing your audience&#8217;s audience. The initial message of your product or service should be clear and concise, with little room for confusion.\n<h3>Stage 2: Engagement<\/h3>\nOnce customers arrive at your website, they should be met with straightforward but <a href=\"https:\/\/www.walkme.com\/blog\/website-user-experience-best-practices\/\" target=\"_blank\" rel=\"noopener\">engaging user interface<\/a>.\n\n<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-thumbnail wp-image-4775\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/07\/if_icon_24_one_finger_tap_329363.png?w=110&#038;h=110&#038;crop=1\" alt=\"customer engagement\" width=\"110\" height=\"110\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/07\/if_icon_24_one_finger_tap_329363.png 256w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/07\/if_icon_24_one_finger_tap_329363.png?resize=110,110 110w\" sizes=\"auto, (max-width: 110px) 100vw, 110px\" \/>\n\nYour website, which likely serves as the hub for your customer experience, should be welcoming, engaging, and <a href=\"https:\/\/www.walkme.com\/blog\/website-navigation-tools\/\" target=\"_blank\" rel=\"noopener\">easy to navigate<\/a>. It should make customers want to keep clicking and exploring. Whether customers are browsing and unclear of their goal, or if they know exactly what they are looking for, the customer journey should satisfy a broad range of customer intentions.\n<h3>Stage 3: Selling<\/h3>\nThe success of your selling stage is a clear indicator of what is working or not in your approach to customer experience.\n\n<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-thumbnail wp-image-4776\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/07\/if_money_322468.png?w=110&#038;h=110&#038;crop=1\" alt=\"customer retention\" width=\"110\" height=\"110\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/07\/if_money_322468.png 256w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/07\/if_money_322468.png?resize=110,110 110w\" sizes=\"auto, (max-width: 110px) 100vw, 110px\" \/>\n\nBy the time a prospective customer reaches the selling stage, there should be no obstacle in his or her way. They should have access to all of the product information they desire, as well as support from sales reps.\n\nIf you detect a roadblock in the selling stage while customer journey mapping, this is a clear opportunity to improve.\n<h3>Stage 4: Personalized follow-up<\/h3>\nAfter a sale, follow up with your customer about their experience using the product or service. This level of <a href=\"https:\/\/www.walkme.com\/blog\/the-key-to-user-engagement-product-adoption-and-sales\/\" target=\"_blank\" rel=\"noopener\">personalized<\/a> communication\u00a0shows your customers you value their business and opinions, and can also help you improve your customer support.\n\n<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-thumbnail wp-image-4777\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/07\/if_Call01_928412.png?w=110&#038;h=110&#038;crop=1\" alt=\"customer engagement\" width=\"110\" height=\"110\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/07\/if_Call01_928412.png 256w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/07\/if_Call01_928412.png?resize=110,110 110w\" sizes=\"auto, (max-width: 110px) 100vw, 110px\" \/>\n\nPersonalization is also key to long-term customer retention.\n<h3>Stage 5: Retention<\/h3>\nThe final step is when your audience decides to either stay and renew, up-sell or move to a different service or competitor.\n<p style=\"text-align: center;\"><span style=\"color: #ff9900;\"><em><strong><a style=\"color: #ff9900;\" href=\"https:\/\/www.walkme.com\/pages\/cx-corporate-1-achieve-best\/?eco=cx&amp;adin=customer-journey-mapping-ll02&amp;land=cx-corporate-1-achieve-best&amp;pitch=Customer-Care\" target=\"_blank\" rel=\"noopener\">Provide a superior customer and never worry about competition again.<\/a><\/strong><\/em><\/span><\/p>\nIf you have high rates of <a href=\"https:\/\/www.walkme.com\/blog\/5-customer-onboarding-mistakes\/\" target=\"_blank\" rel=\"noopener\">customer turnover<\/a>, it is important to explore why, how and where your audience is becoming disengaged or dissatisfied.\n\n<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-thumbnail wp-image-4778\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/07\/if_group2_309041.png?w=110&#038;h=110&#038;crop=1\" alt=\"customer retention\" width=\"110\" height=\"110\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/07\/if_group2_309041.png 256w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2018\/07\/if_group2_309041.png?resize=110,110 110w\" sizes=\"auto, (max-width: 110px) 100vw, 110px\" \/>\n\nCustomer journey mapping provides important insights into these questions, because they allow you to assess the entire customer experience piece by piece. You can have a great product or service, but if prospective customers find it impossible to access enough information, or if they get tripped up in the selling process, it will be difficult to establish a <a href=\"https:\/\/www.walkme.com\/blog\/4-tips-customer-engagement\/\" target=\"_blank\" rel=\"noopener\">long-term customer relationship<\/a>.\n<h3 style=\"text-align: center;\"><\/h3>","protected":false},"excerpt":{"rendered":"A compelling customer experience\u00a0is one of the most important competitive differentiators a company can have. The customer experience has a<span class=\"moretag\">&#8230;<\/span>","protected":false},"author":246,"featured_media":6207,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[88,89],"tags":[191,281,189],"class_list":["post-4771","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-digital-transformation","tag-customer-experience","tag-website-navigation","tag-wmb-cx"],"acf":{"__coauthors":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to Boost CX with Customer Journey Mapping: 5 Steps<\/title>\n<meta name=\"description\" content=\"Customer journey mapping is a strategic approach to understanding and optimizing the customer experience. 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