Brands that manage their customer's journey experience 21% year-over-year growth. Whereas brands that don't experience a decline at -2.2%. Which side of this statistic are you on?
With the many benefits of customer journey mapping documented, implementing this effective strategy is a no-brainer!
We'll take you through all the benefits that customer journey mapping has to offer such as: Increased awareness, customer opt-ins, and customer retention. So keep reading!
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A customer journey map describes the various stages a customer must go through in order to purchase a product or service. Typically, a customer journey map can be broken down into the following stages:
As you can see, the entire customer journey is all-encompassing. That's why many companies choose to create a visual representation of their customer journey maps so they can truly harness the benefits of customer journey mapping.
The customer journey mapping process is in-depth and thorough. But what exactly can you expect to gain from these customer journey mapping processes?
When you've been on a sales team before, it's easy to get caught up in buyer personas and lose sight of the actual user journey. But customer journey mapping helps you reconnect with the customer experience as a whole.
This includes understanding customers' pain points, customer behavior, customer emotions, and more; all of which are here to help you better empathize with how customers navigate your sales funnel.
73% of customers now say that customer experience is the number one thing they consider when deciding whether to purchase from a company.
This means your marketing strategies have to know where the customer is coming from in the first place. Because when customers feel valued and appreciated, they're more likely to respond to your content marketing strategy.
Nowadays, customers expect more from brands. So getting into the nitty-gritty of the customer's experience is vital for not only understanding your customer's point but also for creating a customer journey that matches their expectations.
49% of customers who left a brand to which they'd been loyal customers in the past 12 months say it's because of poor customer experience.
When customers don't feel understood, they're more likely to get up and leave. Luckily, customer journey maps help you predict, remedy, and surpass issues before they can even arise.
As you go through the customer journey mapping process, you'll quickly find any gaps that might be hidden in your current sales and marketing systems. For instance, you might find that there isn't an easy way for customers to communicate their concerns.
And maybe this leads you to redesign your company's website to be more user-friendly. Either way, identifying these gaps before issues arise is a surefire way to secure more customers in the future.
Plus, customers are 2.4x more likely to stick with a brand when their problems are solved quickly.
They're looking for an excellent customer experience. So you might as well do everything you can beforehand to make sure that experience is up to snuff.
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Going through your customer journey map and seeing the customer experience from a birds-eye view makes it that much easier to predict customer behavior. You'll quickly learn to identify prospects who are more likely to convert than others.
And this will help you and your marketing team better understand where best to direct your energy. Take this stat for example:
Nearly one-fourth (23%) of US TikTok users say that they use the platform to discover new products to purchase. And one-fifth of them say they use TikTok to keep up with brands.
Customer journey maps easily give you insight into the customer experience. And that can make customer retention all the more efficient when you're looking to grow your brand.
Throughout your customer journey map, you'll inevitably find areas in need of improvement. But addressing those touch points is key for both sales and improved customer experience.
After all, customers and brands are constantly in conversation with one another.
In fact, 48% of consumers expect specialized treatment for being a good customer.
When you invest your efforts into improving your customer journey map, you'll surely see better business outcomes because of it. Taking the time to place your customers first cannot and should not go overlooked.
Okay, okay, we've talked about how the customer will benefit from the customer journey map. But what about your business?
Well, some key points from a study conducted by the Aberdeen Group produced some very interesting stats we think you'll be interested in.
The Aberdeen Group found that brands who engage in the customer journey mapping process experience more than 10x improvement in the cost of customer service. Additionally, brands that manage customer journeys experience 21% year-over-year growth while brands that don't engage with customer journey maps actually experience a decline at -2.2%.
Furthermore, their report included that positive word-of-mouth marketing as well as a decrease in customer churn ended up reducing the costs of acquiring new customers.
And what can all of those benefits be chalked up to? Customer journey mapping.
We already mentioned how customer journey maps allow you to improve customer experience. But where did we get that data from? From a similar study done by Aberdeen!
Brands that use a customer journey map see a 24% increase in positive social media comments. Moreover, almost 90% of companies using customer journey mapping have reported benefiting from the program, citing increased customer retention, fewer customer complaints, and higher NPS.
Those are some pretty telling benefits. And your company can revel in them too with a customer journey mapping strategy.
Before you think it's too much trouble to engage with customer journey mapping, here's one last benefit we think you won't be able to overlook even if you tried.
Brands that employed customer journey maps enjoyed an average sales cycle that was 18x times faster and secured 56% more revenue from upselling and cross-selling efforts. Furthermore, these brands also experienced a 54% greater return on marketing investment.
Suffice it to say that customer journey mapping can actually benefit your organization in a variety of areas. From marketing to sales, this in-depth process can grow your company in more ways than one.
By now, you know the benefits of customer journey mapping. But if you don't know how to start that process, don't worry.
At Up Inc., we've created a unique system we like to call our Search & Discover Roadmap. Throughout the process, we'll take you through the necessary steps to both evaluate and improve upon your current customer journey map while also equipping you with proper SEO tactics and techniques.
As a reputable Los Angeles SEO company with 35+ years of experience, we pride ourselves on helping businesses grow their revenue from a rock-solid foundation built upon strong digital strategy.
If you're still weary of reaching out, consider the results we've managed to secure for top clients across the wellness and beauty sectors. Our numbers don't lie.
The value of customer journey mapping is endless. Not only does it help you usher clients from point A to point B, but it also helps you, as a business, retain their services while improving the overall customer experience.
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Up Inc. eCommerce Agency is a digital marketing agency based in Los Angeles, CA. Founded in 2021, Up Inc. specializes in eCommerce, generating growth for brands by focusing on visibility, customer loyalty, and digital revenue. For more SEO tips and industry insights, follow us on Facebook, Instagram, and LinkedIn.